The customer module in Cetec ERP has a customer satisfaction case feature that allows your company to manage customer complaints, issues, and tickets. You can set this up in conjunction with the Customer Portal for your customers to create, respond, and track tickets directly, functioning as an Internal Service Ticket (IST) for your customers. Heres how to use it below:

First, you will need to set up or create portal accounts for your customers. Heres how you can create Customer Portals for your customers.

Then, on the Customer Portal side:

• A user will log into the portal using the provided username and password. It will open up to the home page.
• On the home page they can make a new ticket. It is visible immediately on the home page. They would input a name and their details and comments and click submit which will send the ticket. It will show a success message.
• There are multiple other sections they can view as their portal user. The first one is Satisfaction Cases. This is where the customer can see their list of open cases.
  • Note: if you dont want the customer to see or have access to the other sections, you can edit/manage their user permissions to remove access.
• On the Sat Case page they can filter the case by status open, closed, or all. This allows them to see different cases based on their status. They can see open tickets and tickets that are awaiting their response.
• Answers from the support rep will show on the tickets as well underneath the customers last response. The customer can then respond by typing a comment into the bottom of the page. There will be an open comment field where they can attach further documents as well. The customer can also close the case on their end if they are satisfied with their service.

For your internal customer support reps, heres what they will see:

• As the support rep you would navigate to Sales> Customers> Satisfaction Cases.
• You can run the Satisfaction Cases list to see open cases, closed cases, what is assigned to you, and which tickets are pending your response.
• Any cases customers send in will show up on the case list. You will be able to see the title and details they input by clicking into the case number.
• You can add a comment to respond to the customer. You will need to set a stage which can be a closed stage or an assignment stage. The closed stage will close the ticket until the customer responds. Or leave it assigned and open so it stays in the open queue. Be sure the comment type is public if you want to send it to the customer. Assign it to the appropriate user and click Add History.

Heres the documentation on the Customer Satisfaction Cases.