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The support request module aims at gathering the complaints and questions of your clients in order to optimize your answers. A support request is a ticket that will gather different events: the request from your client, and the answers of your staff.
Define precisely the roles of your staff: who is manager, supervisor and operator
Sort your support requests by project
Manage the status of your support requests: open support requests still need processing
Use the different event states to assign your staff to this support requests