The work starts after the signature. Support lives in the same system.
A ticket starts from an Inbox conversation or the customer reports it on the portal. The team runs it on a board, internal notes stay internal, and the seller sees the customer’s open issues before the next meeting.
- Tickets per project
- Kanban boards
- Customer portal
- Portal branding per company
What the support team gets
The same customers, contacts and history as sales — no second tool and no retyping.
- Available
Tickets numbered per project
Each project has its own numbering, for example POD-12. Request type — question, problem, change request or task — urgency, due date and up to ten tags.
- Available
A ticket from a conversation
When an e-mail or a Viber conversation in the Inbox turns into work, the ticket opens straight from the conversation, with customer and contact already linked.
- Available
Projects and boards
Tickets run on a kanban board with default columns New, In progress, Waiting for customer and Resolved. Every project has its own board.
- Available
Internal notes apart from replies
The team coordinates in internal notes the customer never sees. A reply to the customer is a separate, clearly marked entry.
- Available
Customer portal
Customers report new requests, follow the ones they opened and confirm when an issue is resolved. Portal users have their own identity, separate from CRM users.
- Available
Invitation or self-activation
A contact receives an invitation with a set-password link valid for seven days. The company can also allow self-activation.
- Available
Portal look per company
Name, logo, favicon, primary and accent colours and contact details. The server rejects a colour that does not reach a 4.5:1 contrast ratio.
All capabilities listed are part of NG CRM. Anything that depends on your external accounts, such as a Microsoft 365 or Google calendar, is enabled during onboarding.
From report to confirmation
Every request has an owner, a due date and a status the customer can see too.
- 01
Report
The customer reports a request on the portal, or the team opens a ticket from an Inbox conversation.
- 02
Triage
Type, urgency, due date and tags. The ticket gets a number within its project.
- 03
Work on the board
New, In progress, Waiting for customer. The team coordinates in internal notes and replies to the customer separately.
- 04
Resolved and confirmed
The customer confirms on the portal that the request is resolved. The history stays with the customer, visible to sales.
What changes in practice
Sellers know what is bothering the customer
Open tickets are part of the customer view. Before a renewal call, the seller sees whether an issue is still open — instead of hearing it from the customer.
A portal in your colours, and readable
The portal carries your name, logo and colours. A server-side contrast check prevents a combination customers could not read.
“Waiting for customer” is its own column
Requests waiting on the customer do not mix with the ones the team is working on, so it is clear where things are stuck.
Frequently asked questions
Does a customer need an NG CRM account to report an issue?
Customers do not get a CRM account but a customer-portal account with its own identity. The invitation is valid for seven days, and the company can also allow self-activation.
Can a ticket start from an e-mail?
Yes. From an Inbox conversation — e-mail, Viber or website chat — a ticket opens directly, with customer and contact already linked.
Can customers see the team’s internal notes?
No. Internal notes and customer replies are separate entries. On the portal, customers see only the replies meant for them.
Are there SLA deadlines for tickets?
Not as SLA policies by priority. A ticket has a due date and urgency, and reply deadlines with escalation exist for Inbox conversations.
Want to see how this looks in NG CRM?
We will show you in a demo, on examples from your own sales. No obligation.
- office@konissoftware.com
- Phone
- +381 66 000 977