What the customer sees

The list. Henvendelser, filterable by Alle, Åpne, Venter på deg and Løst. Alt du sender til supportteamet vårt dukker opp her.

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

• Mottatt — Vi har registrert denne og tar tak i den snart.
• Under arbeid — Noen jobber med denne. Vi svarer her.
• Venter på deg — Vi trenger noe fra deg før vi kan gå videre.
• Løst — Vi har lukket denne. Svar under hvis den ikke er i orden.

Venter på deg 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 Opprettet {{date}}, Sist oppdatert {{when}} and Fremdrift, plus the conversation.

Replying. Skriv et svar…, then Send svar. On a closed request the prompt becomes Trenger du fortsatt hjelp med dette? and Denne henvendelsen er løst. Svarer du, åpnes den igjen. — 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