If your company takes calls from clients requesting help or advise with a product you sell, or if you need to maintain a product then Affinity has an optional Support Module. This module allows tickets to be opened against a company contact and then assigned to the appropriate department within your organisation for resolution. The screen shot below shows a open list of support tickets. A support ticket has 4 step lifecycle: Submitted -> Open -> Resolved -> Closed.

Support tickets can be prioritised as Extreme, High, Medium, Low or None. They can also be assigned by a manager to appropriate staff depending on work loads and skill set.

For front line customer service staff it is important to be able to provide real time and accurate data on the status of a work request to a client. Staff can search for a company record, and then in the issues tab can see the various support tickets that are open and review current progress on the item as per the following screen shot.

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