This feature lets you integrate customer support, customer data and sales history inside Upsales. Find purchase and churn signals earlier, to take action and ensure continuous business growth.  

This article covers information for:

• Customer Support Teams: Features
• Customer Support Teams: Benefits
• Sales Teams: Features 
• Sales Teams: Benefits
• What this means for customers

Customer Support Team: Features

• Manually create tickets for Upsales customers and companies
• Manage support tickets received via email
• Personalised and team-specific ticket management workspaces
• Internal communication with sales reps within tickets (@mentions)
• External communication with customers via public responses (emails)
• Access to contact cards, company cards, and histories

Customer Support Team: Benefits

• Gain full customer visibility during communications
  View all new and historical customer and contact information
  
• Create, manage, and transfer cases smoothly through resolution processes
  Provide customer service in an individual and team-focused space for case management, including the ability to create tickets manually and handle cases from emails
• Communicate easily between sales and customer support teams – within support tickets
  Gather overviews of customer histories for customer-centric support
• Categorise support tickets, create new statuses, and assign cases using rules
  Use advanced lists and search filters to optimise case management and prioritise incoming issues for quicker responses
• Analyse customer satisfaction per issue type and support agent
  Measure customer support performance to identify areas for improvement and enhance overall customer satisfaction

Sales Team: Features

• Create tickets directly in Upsales for your customers and prospects
• View ongoing and completed issues for customers and contacts
• Internal communication with customer support within tickets (@mentions)

Sales Team: Benefits

• Stay informed about any support issues to avoid surprises during client meetings
  Provide overviews of customer wellbeing and potential dissatisfaction to understand customer relationships 
• Boost collaboration between sales and customer support teams
  Share information and communications directly in support tickets 

• Stay updated on current customer issues and uncover purchasing signals
  Take action as soon as there's customer dissatisfaction or openness to further business. Receive notifications about new support issues and maintain strong communication with customer support for prompt responses

What this means for customers

• Staying informed
  Automatic status updates via email for their support tickets
• Personalised experiences
  Direct communication with customer support via email
• Simpler resolution process
  Call in to get a ticket created by customer support or sales

Support vs CRM licence types

View important licence information and how to switch