Customer support

Run customer support on Swift Fox: the call log with recordings attached to accounts, the ticket system with post-dated reminders, and HelpScout email tracking.

Using the Call Log

When configured, every phone call to or from your customers will be recorded and logged on the customer account. This makes following up on issues much easier, especially when you have multiple staff and need to go back and see what happened last time.

1. The call log is reachable by clicking Phone in the left sidebar menu.
2. By default it will show all of the calls that have come in today, in reverse chronological order (most recent at the top).
3. When a new call comes in, or is made outbound — Swift Fox will attempt to link the call automatically to a customer account based on the phone number. If it can’t do this, it will prompt you to “enter a name”. Start typing the customer name or account number in here to link the call to the account. If you would like to automatically link future calls with this customer to the number, click the icon to the right of the name.
4. To “close out” a call, type a description of what happened (eg. “Customer couldn’t access email, walked them through settings”) and then select a category from the dropdown and click the “Save” button.
5. To listen to a call, click the duration time beside the tech name, and use the controls at the top of the page to pause or replay it.
6. For ISPs that are set up with click-to-call, clicking the headset icon next to the phone number will automatically dial the customer using your headset. You can configure which SIP URI is used for this in My Account.

Tickets System

If you need to keep track of outstanding issues, or assign tasks for yourself or others to do — the Swift Fox tickets system is an easy way to coordinate this.

1. Create a ticket by clicking the “Create new ticket” link either from the Support tab of a customer account, or from the View Tickets page, reachable by clicking Tickets in the left menu.
2. Tickets are always assigned to a specific Swift Fox user, and can have a priority set to them as well as an optional category.
3. You can also optionally associate a ticket with a client account, which will cause it to appear in the Support History of that client. This is useful for things like reminders to follow up on billing issues.
4. Tickets can be scheduled for a future date by clicking the “Hide Ticket Until” checkbox and selecting a date. This is especially handy for reminders to turn a customer’s billing back on after a vacation.

Tracking Emails with HelpScout

Swift Fox supports integration with HelpScout to enable tracking of support emails with customers. Contact Swift Fox for a specialized API key to use to enable this feature.

1. Once set up, emails will automatically be attached to the “Support History” section of customer accounts that have matching email addresses.
2. In HelpScout, you can look up Swift Fox customers in the sidebar widget, and assign emails to customer accounts that are missing the correct email address.
3. This is currently a manual process to initially set up, but will be automated in the future. Contact Swift Fox to set this up.