Create departments to neatly organize incoming support requests. Tied into the core IPS Community Suite permissions system, you can control staff access to each department on a per-group or even per-user basis. If you wish, individual packages can be linked to certain support departments, so that incoming requests are automatically categorized correctly. You can even create internal-only departments to assist your staff in routing and handling requests.
IP.Nexus includes several features to help staff respond to requests with efficiency. When new requests are received, IP.Nexus can optionally alert all staff members from that department. Requests that are overdue a response can be specifically highlighted on the request listing screen. Where a request requires attention by a particular staff member, the request can be directly assigned to them, giving them ownership of the issue. And there's Stock Actions, allowing several request actions (such as replying or assigning) to be chained and executed with one click.
It's easy for customers to get support when you use IP.Nexus. They can submit and respond to requests via the client area that's built into your community, or directly via email. They can also add Alternate Contacts - people they wish to be able to submit support requests on their behalf. And because it's integrated into your community, they are automatically notified when their request has a response.
