Customers call, email and stop technicians in the hallway. Without a desk those requests live in inboxes and memories, and the one that gets forgotten is the one that ends the relationship. Support turns each request into a ticket that someone owns, links it to the jobs it concerns, and keeps the whole conversation in one thread. This is the company's desk for its customers; feedback to InspectSync itself lives under Home.
Dashboard
Open Support DashboardWho it is for
Whoever runs the desk, and each agent at the start of their day.
Without it
Nobody knows how many customers are waiting, which requests have no owner, or whether the urgent ones are being worked first.
What it shows
Three cards: Total Open, Unassigned and My Open, each drilling into the ticket grid on that filter. Breakdown panels for Tickets by Status and Open by Priority. A Recent Tickets table with number, subject, status, priority, assigned to, submitter and created date.
What it is worth
- Unassigned is the number to drive to zero. An open ticket with no owner is a customer nobody is helping.
- My Open is the agent's to-do list. One click and the grid is only their tickets.
- Urgent first. Open by Priority shows whether the Urgent and High tickets are being cleared ahead of the rest.
Pays for itself the first morning Unassigned reads zero before the first customer calls to ask.
Tickets
Open TicketsWho it is for
The agents working the desk, and the manager checking on a customer's history.
Without it
A customer's complaint about a job and the job itself are in different systems. The reply is in one person's email, and when they are out, so is the answer.
What it shows
The ticket grid with status and priority filters, searchable by subject, submitter or ticket number. Create Ticket captures subject, description, priority (Low, Medium, High, Urgent), category, source (Web Form, Email, Phone, Internal), assigned agent, customer, and the submitter's name, email and phone. A ticket's detail has a header with status and assignee, the description, and three tabs: Conversation, with a reply composer and canned responses; Related Jobs, where jobs are searched by customer, building or type and linked to the ticket; and History, the timeline.
What it is worth
- One thread per issue. Customer replies, agent replies and internal notes sit in order on the ticket, not across three inboxes.
- The job is one click away. Link the inspection or service the ticket is about and the agent has the job's customer, building and type without leaving the ticket.
- Canned responses. The standard answers are inserted, not retyped, so every agent gives the same one.
- Waiting on Customer is a status. A ticket the desk has answered and is waiting on is visibly not the desk's problem today.
Pays for itself the first time a customer's second call is answered by someone who can read the whole first conversation.
Where to go next
- Feedback, feature suggestions, bug reports and concierge requests to InspectSync itself are under Home, not here.
- A linked job opens its own dashboard under Jobs, where the ticket's subject can be checked against what the technician recorded.
- Ticket statuses, priorities, categories, sources and canned responses are maintained under Admin › Settings.
Good to know
- Open means any status other than Resolved or Closed, so Waiting on Customer still counts as open on the cards.
- My Open is tickets assigned to the signed-in user. It is the one card on the dashboard that is personal; the rest are company-wide.
- Three message types in a conversation: Customer Reply, Agent Reply and Internal Note. Internal notes are for the desk, not the customer.
- Four sources. Web Form, Email, Phone and Internal record how the ticket arrived.
- The submitter need not be a user. Name, email and phone are captured on the ticket, so a caller who is not a portal contact can still be tracked.