™Customer support teams
Keep requests organised, follow ownership and update ticket status.
ATLICH™ DESK · CUSTOMER SERVICE
Every request.
A clear way forward.
Organise tickets, ownership and service conversations in one workspace. Help the team understand what needs a response, what is in progress and what has been resolved.
Sign in to use the tools available to your workspace.
WHAT IT IS
What is ATLICH™ Desk?
Desk is the customer service module in ATLICH™. It brings ticket handling and inbox conversations into the workspace, with connected calling workflows available through the wider product. A support case can be linked to a customer and campaign, assigned to a team member and tracked through its lifecycle.
WHY IT MATTERS
Less uncertainty at handover.
A customer request can disappear when it sits between an inbox, a phone call and a private message. A ticket creates an identifiable piece of work with an owner, priority, status and service deadline. That makes a handover easier and gives managers a clearer picture of unfinished service work.
WHO IT IS FOR
Built around real responsibilities.
Start with the part of the work your team needs to organise.
Service operations managers
Review priorities, assignments and service-level deadlines.
Sales and account teams
Connect customer issues to the campaign or relationship they belong to.
WHAT YOU CAN DO
Desk, in more detail.
Explore the tools that support this workflow. Availability follows your workspace, role and configuration.
Ticket creation
Capture the subject, description and customer context of a support case. Link it to a campaign when relevant.
Status tracking
Follow a ticket through Open, Pending, Resolved and Closed states. Update the status as the work progresses.
Priority levels
Classify requests as Low, Normal, High or Urgent to make the level of attention explicit.
Ownership and assignment
Assign a ticket to a team member. Management controls determine who can change ownership.
SLA tracking
Set service-level agreement hours for a ticket and review the deadline as part of the service workflow.
Search and connected conversations
Search tickets by their details and filter by status. Use the inbox and calling tools available in the workspace for related conversations.
HOW IT WORKS
A practical way
to get started.
Use a clear sequence, keep the information current and review the work with the people responsible for it.
Go to Desk- 01
Capture the request
Create a ticket with a useful subject and description. Link the customer and campaign where appropriate.
- 02
Set responsibility
Choose an owner, priority and service deadline so the team knows what is expected.
- 03
Work and update
Use the relevant conversation tools, record the issue context and update the ticket as the work progresses.
- 04
Resolve and review
Mark the outcome clearly and review pending or overdue work with the team.
AN EXAMPLE IN PRACTICE
A service request that changes hands during the day.
A customer reports an issue during a campaign call. An agent creates a ticket, links the customer and assigns it to the service team. The team sees the priority and deadline, works the request and updates its status. When another colleague takes over, the ticket provides the starting context instead of requiring the customer to repeat the entire issue.
What this makes easier
The issue has a visible owner and status throughout the handover.
Are calls and tickets the same thing?
No. A call is a conversation; a ticket is a tracked support case. A customer conversation may lead to a ticket, which can then be assigned and followed through to resolution.
Can a ticket be linked to a campaign?
Yes. The ticket creation workflow includes customer and campaign links.
What does SLA tracking mean here?
SLA means service-level agreement. You can set a number of service hours for the ticket and use its deadline when reviewing service work. It does not automatically guarantee a resolution.
Will phone calls work immediately after sign-in?
Calling requires the relevant voice integration and configuration. The tools available to a person also depend on their workspace role.
ATLICH™ DESK
Bring the next step
into your workspace.
Open Desk and continue with your team’s account.