Customer support
The Customer support menu is used for viewing feedback messages from customers, including questions, comments, and complaints.
Customers submit their messages via My Account, and library employees can view and respond to messages through the staff client. The Customer support menu can also be used to create reports of customer communications.
Note: The Customer support menu option is visible when the license LIC_ LIC_KLANTEN_SERVICE_MONITOR is active. Customer support menu functionality is available to any user role with the ACTOREN role function set at level 3 - Edit, or higher.
To hide the Messages option (Customer support > Messages) from users, the ACTOREN role function must be assigned with level 0 - No access. The role must be assigned in order to disable access; simply removing the role will not work.
- Messages
- Learn how to access the Customer Support Messages menu to create and manage messages to customers from the Wise staff client.
- Count status messages per owner
- Learn how to create a report to count the number of customer support messages for each message status of messages sent to customers from the Wise staff client.
- Notifications per customer
- Learn how to generate a report of customer support notifications per customer in the Wise staff client.
- Message per administration
- Learn how to create a report of Customer Support messages based on the staff group that sent the message(s) in the Wise staff client.
- Open messages per owner
- Learn how to create a report of all customer support messages sent from a specific owner department in the Wise staff client.