Customer Portal Workflows

You can use workflows to get Allegra to automatically escalate items and send reminder emails. Also, you can assign an agent to email-created items based on the subject or language of the email. Allegra can also automatically close items that have been open for a very long time.

Functions

A complete customer portal solution with Allegra offers the following functions:

• (Self) registration and password management of your customers on the portal

• Login for access to the portal

• Inclusion of any pages of your standard web presence in the portal

• Form-based input of support requests

• Display of the current processing status for each support request

• Support requests via email with optional automatic registration

• Knowledge database

• Language- and topic-dependent assignment of support requests to agents

• Workflow automation

• Mapping of SLAs with escalation option

• Possibility to integrate an existing customer database

• Various evaluation options

Add your support team members to the system as regular users. Switch to the “Administration” perspective and click on the “People” main menu.

Give your support team a user level of “Full User” or “Intermediate User”. See Manage Regular Users for more details.