No request lost
The register is the only one.
- All channels in one place
- Tickets with no reply are flagged
- Visibility for the coordinator
- Verifiable by period
A separately licensed module
Customer support with tickets, every request with a number and a deadline
Customer requests become tickets with a number, priority, owner and history. The customer can open a ticket from the portal or from the public support page, replies stay on the ticket, and resolution time becomes measurable. Complaints no longer travel through private channels, where they disappear.
From $2,900 excl. VATone-time payment, no monthly subscription- Tickets with number and deadline
- Public channels and portal
- Separate internal notes
- Knowledge base
- Measured resolution time
Tickets with number and deadline
Public channels and portal
Separate internal notes
In short
Customer support in the CRM: tickets, deadlines and history. Customer requests become tickets with a number, priority, owner and history. A separately licensable module. Permanent licence, installed on the company server and unlimited users.
Works together with: WhatsApp Business, Messenger and Instagram, Integrated telephony.
The problem
The current situation, when complaints travel through private channels
A request without a registration number is a request the company cannot track.
- Requests arrive anywhere On a colleague’s phone, on a personal address, in messages. With no register, some of them never get resolved.
- Nobody knows who answers With no owner, two people answer differently or nobody answers at all.
- There is no committed deadline The customer does not know when a solution is coming, and the company does not know whether it is late.
- There is no history of the problems The same problem is handled from scratch three times, with the same questions back to the customer.
- Support quality cannot be measured Without data on response and resolution time, quality stays an impression.
- Recurring problems never reach a decision Nobody sees that the same cause generates dozens of requests a month.
What the module does
What the support module contains
The module adds the ticket register, the public intake channels and the knowledge base.
01 / 06
Tickets with a number
Every request becomes a record.
- Unique number
- Priority and category
- An owner assigned
- Status tracked until closure
02 / 06
Intake channels
The customer uses whatever is convenient for them.
- Public support page
- Ticket from the customer portal
- Conversion from e-mail
- Entry by the operator
03 / 06
Conversation on the ticket
The whole exchange stays in one place.
- Replies and follow-ups
- Attachments
- Internal notes, invisible to the customer
- Full history
04 / 06
Canned replies
Standard wordings are administered centrally.
- A shared set for the team
- Rights per category
- Updated in a single place
- Consistency in communication
05 / 06
Knowledge base
Frequent problems solve themselves.
- Your own articles
- Public pages, if wanted
- Links from tickets
- Reduces the volume of requests
06 / 06
Quality measurement
Support becomes assessable.
- Time to first response
- Resolution time
- Volume by category
- Satisfaction after closure
What changes
What changes in the first month after the support module is activated
Direct effects of every request having a number, an owner and a deadline.
Customers who know what to expect
Communication becomes predictable.
- Confirmation on opening
- Ticket number
- Status they can check
- Notification on reply
Faster resolution
The context is at hand.
- A history on the client
- Previous problems
- Documented solutions
- Canned replies
Fewer repetitive requests
The knowledge base takes over the volume.
- Articles for frequent problems
- Links sent to the customer
- Public pages, optional
- Falling volume
Measurable quality
Support can be run on data.
- Response time
- Resolution time
- Volume per operator
- Comparison across periods
Identified causes
Underlying problems reach a decision.
- Grouping by category
- Recurring problems
- An argument for fixes
- The link with the product or the service
In the application
The path of a ticket, step by step
The same flow for a simple question and for a complex complaint.
- 1
The request enters the register
From the public page, from the customer portal, from e-mail or entered by the operator. It gets a number, a category and a priority.
- 2
An owner is assigned
The assignment follows the company rules, and the customer receives the confirmation with the ticket number.
- 3
The discussion takes place on the ticket
Replies, attachments and internal notes stay attached to the request, not in a personal mailbox.
- 4
The solution is recorded
How the problem was solved stays written down, so next time the investigation does not start from scratch.
- 5
The ticket is closed
The customer is informed, and the resolution time is recorded for reporting.
- 6
Optionally, feedback is requested
After closure a short questionnaire can be sent, through the surveys module, and the answer stays on the customer record.
Video tour
Customer support, in short, inside the application
Coming soonThe video presentation of the module is being prepared.
Organisation
How to organise support that actually works
Three decisions make the difference between a useful register and a list of complaints.
Categories that point to actions
Not decorative categories.
- By type of problem
- By product or service
- By cause, where possible
- Used in reports
Priorities that mean something
Not every request is urgent.
- Clear levels
- Criteria for assigning them
- A committed deadline per level
- Agreed internally
Canned replies
Consistency with no effort.
- Approved wordings
- By category
- Centrally administered
- Editing rights
Separate internal notes
The internal discussion never reaches the customer.
- Notes visible only to the team
- Context for escalation
- History kept
- No communication risks
Channels
How the customer reaches support
Every channel has its purpose, and they all end up in the same register.
- The public support page An address on the company domain, where the customer opens a ticket without an account. The form has protection against automated submissions and frequency limits.
- The customer portal The customer, authenticated through their own link, sees the history of their requests and opens new ones, with the commercial context attached.
- E-mail correspondence A received message can become a ticket in one step, through the inbox module, keeping the link with the conversation.
- The phone The operator opens the ticket from the call window, with the customer already identified, if the telephony module is active.
- The messaging channels Requests arriving on WhatsApp or on social networks can be converted into tickets, with the history kept.
- No parallel channels Messages handled outside the system do not exist for reporting. The rule is set internally, not by software.
Automations
What runs automatically in the support module
Mechanisms that reduce the administrative work in support.
Confirmation on opening
The customer receives the ticket number.
- Automatic message
- Configurable text
- On the channel used
- It can be switched off
Notifications on reply
Both sides stay informed.
- Notification to the customer
- Notification to the operator
- Visible in the application
- Configurable
An alert on deadlines
Delays are flagged.
- Tickets with no reply
- Deadline exceeded
- A notification to the coordinator
- A report on deviations
The link with the knowledge base
Solutions get reused.
- Articles attached to the reply
- Links sent to the customer
- Articles created out of solutions
- Falling volume
Questionnaire after closure
Quality becomes measurable.
- Sent through the surveys module
- Answer on the customer record
- Report per operator
- Optional
Scheduled reports
The picture reaches management.
- Volume per period
- Response and resolution time
- Dominant categories
- Export attached
Who sees what
Access to requests and to data
Tickets frequently contain sensitive information about customers and about internal problems.
- Role-based access Tickets are viewed by the support roles and by those explicitly granted that right.
- Internal notes stay internal They never reach the communication to the customer, not through the portal and not by e-mail.
- The public page is protected The form has frequency limits per customer and per address, plus measures against automated submissions.
- Attachments are checked The real type of uploaded files is verified, and downloading requires a valid session.
- Requests about personal data Messages inside tickets are included in the search, export and anonymisation of a data subject’s data.
- Data on the company server Tickets and history stay in your own installation.
What you need
What needs to be prepared to put the support module into operation
We handle the configuration at implementation, based on the way you work with your customers.
01
The request categories
They decide how useful the reporting is.
- By type of problem
- By product or service
- The short list
- Agreed together
02
The priorities and the deadlines
They make the promise verifiable.
- Priority levels
- A deadline per level
- Criteria for assigning them
- Agreed internally
03
The support team
Assignment depends on it.
- Operators and roles
- Working hours
- Distribution rules
- Cover during holidays
04
The communication texts
They are written once.
- Confirmation on opening
- Messages per status
- Canned replies
- Reviewable later
05
The installation address and the e-mail
For the public channels.
- Configured address
- Valid certificate
- A working e-mail server
- Checked during implementation
06
The first knowledge articles
They cut the volume from the first month.
- The most frequent questions
- Documented solutions
- Public or internal
- Completed along the way
What it does not do
The limits of the support module, stated explicitly
The module organises support. It is not a telephone contact centre and it does not fix the underlying problems.
- It is not a full contact centre Call queues, voice menus and automatic call distribution stay in the phone system.
- It does not answer customers automatically Confirmations go out automatically, but substantive replies are written by people. We do not send automatically generated replies to customers.
- It does not guarantee deadlines The system flags overruns and reports them. Meeting the deadlines stays with the team.
- Contractual SLA commitments are in the service edition Tracking deadlines committed by contract, calculated over intervals, is part of the edition dedicated to service companies.
- It does not fix the causes The module makes them visible, grouped by category. Fixing them stays a product or process decision.
- It depends on channel discipline If the team keeps answering from personal accounts, the reporting stays incomplete.
Who it is for
When this module makes sense and when it does not
We prefer to say from the start in which situations the module is not worth its cost, so the sales conversation does not begin with the wrong expectations.
It makes sense if
The situations in which the module pays for itself quickly.
- Support requests arrive on several channels and get lost
- Nobody knows who is responsible for a problem, or since when
- You want response times measured, not estimated
- The same questions keep coming back and need the same answer
It does not make sense if
The situations in which we recommend not buying it now.
- Support means a few calls a week
- A single person answers everything and has it under control
- You have no deadline obligations towards customers
- Customers do not ask for assistance after the sale
How to buy
How the support module is licensed
The module is activated by licence and works together with the core.
A separately licensed module
It contains the ticket register, the public channels, the canned replies and the knowledge base.
What the core includes
Users and roles, clients and contacts, leads and the sales pipeline, custom fields and 15 interface languages.
Together with the portal
So that the customer can see the history of their requests, the customer portal is recommended.
Pricing and configurations
Package composition and prices by edition are on the pricing page.
CRM implementations
Companies that have trusted Zarina CRM
Price, warranties and implementation
Customer support: what it costs and what you get
You pay once. Everything that follows is written here, not in hidden conditions.
The price
It is part of the Support and satisfaction package: $450 + VAT, on top of the core ($2,320). Bought separately, together with the core: $2,770.
Cheaper in a bundle. The tiers group several packages at a price lower than their sum:
- Business8 packages + core$4,640−38%
$7,460 - Enterprise13 packages + core$6,970−31%
$10,080
List prices, excl. VAT, one-time payment, unlimited users. The struck-through price is the sum of the packages bought individually. Current offers apply on the pricing page.
Subscription or licence
What you pay over time for a subscription CRM
Over 3 years, the subscription costs $10,480; the Zarina Business licence costs $4,640, once.
An indicative comparison: enter the subscription price you pay now. The licence does not grow with the number of users.
What you get
- A lifetime licence, with no subscription and no per-user charge
- Unlimited users, on the same licence
- 6 months of warranty on correct operation: fixing errors and inconsistencies
- Implementation, configuration and team training, included in the price
- The licence is verified locally, on your own server: the application does not depend on our servers to work
How long it takes and what is needed
- 48 hours in the standard configuration; up to 14 working days with customisation around the company’s workflow
- Your own server or web hosting with cPanel, with an SSL certificate
- PHP 7.4 or newer (8.x recommended) and MySQL / MariaDB
- The PHP extensions mysqli, json, mbstring; curl, gd and zip for integrations, PDF and exports
- One cron task, for reminders and automations
Where data lives
- The data stays on your server and does not pass through ours
- Roles and rights per user, two-factor authentication
- An audit trail and limits on login attempts
- Consents and data subject requests, managed in the application
- Digitally signed updates and backups from the application
Frequently asked questions
Questions about the customer support module
Does the customer have to create an account to open a ticket?
No. They can use the public support page, with no account, or their own portal, accessed through their personal link, which has the advantage of bringing the commercial context as well.
Can a received e-mail become a ticket?
Yes, in one step, if the inbox module is active. The link with the e-mail conversation is kept.
Can internal notes be kept on a ticket?
Yes, and they never reach the customer, not through the portal and not by e-mail. They are useful for escalations and for handing a request over.
How is support quality measured?
Through time to first response, resolution time, volume by category and, optionally, through the questionnaire sent after closure.
Does the module honour contractual SLA deadlines?
Tracking contractual commitments, calculated over working intervals, is part of the edition for service companies. The standard module flags deadlines and delays.
Can the customer see the history of their requests?
Yes, through the customer portal, if it is active. They see the requests, the replies and the status of each one.
Can the knowledge base be public?
Yes, the articles can be published on public pages, or they can stay internal only, for the team’s use.
Are automatic replies sent to customers?
Only confirmations and status notifications. Substantive replies are written by operators; we do not send automatically generated replies.
Can I limit who sees the tickets?
Yes. Access is granted by role, and the support roles can be configured without access to commercial or price information.
How long does it take to go live?
Configuring the categories, priorities and texts is done the same day. The part that takes time is setting the committed deadlines and the first knowledge articles.
Product sheet
Get the complete product sheet by email
A six-page document with everything you need to know before a sales conversation. No obligation and no sales call.
- The platform core and the 13 module packages, with what each one contains
- The features and modules of the edition you choose, plus available integrations
- Full pricing and what it includes: installation, training, data import, warranty
- The native integrations available and the situations where the platform is not a good fit
No monthly subscription
Take control of your operations, once
We install Zarina CRM on your hosting, configure it around your own workflow and train your team. From that moment on, the application is an asset of your company, not a recurring expense.