What the customer sees

The list. Ärenden, filterable by Alla, Öppna, Väntar på dig and Löst. Allt du skickar till vårt supportteam dyker upp här.

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

• Mottaget — Vi har registrerat det och tar tag i det snart.
• Pågår — Någon arbetar med det. Vi svarar här.
• Väntar på dig — Vi behöver något från dig innan vi kan gå vidare.
• Löst — Vi har stängt det. Svara nedan om det inte är löst.

Väntar 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 Skapat {{date}}, Senast uppdaterat {{when}} and Förlopp, plus the conversation.

Replying. Skriv ett svar…, then Skicka svar. On a closed request the prompt becomes Behöver du fortfarande hjälp? and Det här ärendet är löst. Svarar du öppnas det 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