One pager Vortal

VORTALSUPPORT

Customer Service

Production Operations

Ticketing Process

CRM is the tool to report tickets, whenever is a production situation the ticket is assinged to PO, that will analyse it and give a answer/fix/workarround.Easyvista is the tool used by PO to analyse what is reported.

Customer Service

Talkdesk is the tool used to manage the client calls (in/out). CRM is the tool to treat the clients e-mails and report tickets. Vortal Assistant is the platform feature where the clients can report/ask for help.

Timeline

Together these teams have the commom goal to help the client as fast as possible, to keep them happy, satisfied and using the platform to make their businesses.

Premium clients have a dedicate CSM that will assist the client

Client reports a difficulty by phone / e-mail /Vortal Assistant

Universal clients have a support line limited

When the teams cannot give a solution to the client a ticket is created to PO

PO team receives the ticket in EasyVista

A triage is made in order to understand if it's a known situation and a workaround is available

If is necessary a more technical approach the ticket is transferred to the 2nd Line to unblock/fix

When a code change is required to fix an issue, it is tested on one of the test environments. When the test was successful the deploy is made to production

PO team closes the ticket in EasyVista and an answer is received in CRM

The Support team contacts/informs the client of the solution

• Visit the Analytics settings;
• Activate user tracking;
• Let the communication flow!

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• Visit the Analytics settings;
• Activate user tracking;
• Let the communication flow!

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Here you can include a relevant fact to highlight

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• Visit the Analytics settings;
• Activate user tracking;
• Let the communication flow!

Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions!Premium tip: Get information on how your audience interacts with your creation:

Got an idea?

Here you can include a relevant fact to highlight

Here you can include a relevant fact to highlight

• Visit the Analytics settings;
• Activate user tracking;
• Let the communication flow!

Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions!Premium tip: Get information on how your audience interacts with your creation:

Got an idea?

Here you can include a relevant fact to highlight

Here you can include a relevant fact to highlight

• Visit the Analytics settings;
• Activate user tracking;
• Let the communication flow!

Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions!Premium tip: Get information on how your audience interacts with your creation:

Got an idea?

Here you can include a relevant fact to highlight

Here you can include a relevant fact to highlight

• Visit the Analytics settings;
• Activate user tracking;
• Let the communication flow!

Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions!Premium tip: Get information on how your audience interacts with your creation:

Got an idea?

Here you can include a relevant fact to highlight

Here you can include a relevant fact to highlight

• Visit the Analytics settings;
• Activate user tracking;
• Let the communication flow!

Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions!Premium tip: Get information on how your audience interacts with your creation:

Got an idea?

Here you can include a relevant fact to highlight

Here you can include a relevant fact to highlight

• Visit the Analytics settings;
• Activate user tracking;
• Let the communication flow!

Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions!Premium tip: Get information on how your audience interacts with your creation:

Got an idea?

Here you can include a relevant fact to highlight

Here you can include a relevant fact to highlight

• Visit the Analytics settings;
• Activate user tracking;
• Let the communication flow!

Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions!Premium tip: Get information on how your audience interacts with your creation:

Got an idea?

Here you can include a relevant fact to highlight

Here you can include a relevant fact to highlight

• Visit the Analytics settings;
• Activate user tracking;
• Let the communication flow!

Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions!Premium tip: Get information on how your audience interacts with your creation:

Got an idea?

Here you can include a relevant fact to highlight

Here you can include a relevant fact to highlight

• Visit the Analytics settings;
• Activate user tracking;
• Let the communication flow!

Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions!Premium tip: Get information on how your audience interacts with your creation:

Got an idea?

Here you can include a relevant fact to highlight

Here you can include a relevant fact to highlight