What the customer sees

The list. Henvendelser, filterable by Alle, Åbne, Venter på dig and Løst. Alt, du sender til vores supportteam, dukker op her.

The status, in their language, with what it means:

• Modtaget — Vi har registreret den og tager fat i den snart.
• I gang — Nogen arbejder på den. Vi svarer her.
• Venter på dig — Vi mangler noget fra dig, før vi kan komme videre.
• Løst — Vi har lukket den. Svar nedenfor, hvis den ikke er i orden.

Venter på dig is the one that earns the portal its keep: it tells the customer the ball is with them, which is otherwise a chasing email somebody on your team has to write.

On a request they see Oprettet {{date}}, Sidst opdateret {{when}} and Fremdrift, plus the conversation.

Replying. Skriv et svar…, then Send svar. On a closed request the prompt becomes Har du stadig brug for hjælp? and Denne henvendelse er løst. Svarer du, åbnes den igen. — so a customer can always reopen something, and a resolved status never becomes a way of ending a conversation they did not agree was over.

What they do not see: internal notes on the ticket, your assignments, priorities, other customers, and anything on the customer record. Only the correspondence.

But they do see the subject line, exactly as it is written. If your team edits ticket subjects for internal convenience, that convenience is public. Write them as if the customer is reading, because they are: Assign a ticket and set its status and priority