Support & Tickets
Track client requests, support tickets and resolutions from one place.
Where Support Gets Hard
Seven Gaps That Make Support Harder
Keep client requests clear, organised and easy to follow from the first message to the final reply.
Support teams handle many client questions each day. A request may be about an account, payment, KYC, trading activity or another service issue. When these requests are spread across different channels, it becomes harder to track who is handling each case and what has already been done.
VAST CRM brings support requests into a ticket-based workflow. Teams can follow each ticket, keep the conversation linked to the client and track its status from open to resolution.
-
01
Client requests were spread
across different places.A ticketing system gives support teams one place to manage client requests. Each ticket can be tracked with its subject, status, assigned team and related client details.
-
02
Agents had to search
for client details.Tickets stay linked to the client record, making it easier for support teams to understand who raised the request and review the related account information before replying.
-
03
Old tickets were
hard to track.Clear ticket status and history help teams see which requests are open, closed or reopened. This makes older support cases easier to find and follow.
-
04
Support history was
easy to lose.Each ticket keeps the related conversation and support activity together. Teams can review what was asked, what was answered and how the request was handled.
-
05
Requests needed too
much manual follow-up.A structured ticket workflow helps teams assign requests, update their status and move each case through the right support process without relying on separate notes or messages.
-
06
Teams could not see
support activity clearly.Support records give managers a clear view of ticket activity, current status and past cases. This helps teams review workload and keep client requests moving.
-
07
Common client issues
were hard to review.Ticket records create a useful history of client requests. Teams can review support activity and identify repeated questions or issues that may need a better process.
Inside Support & Tickets
From Request to Resolution, Keep Every Step Clear
Give your support team a simple workflow to receive, manage, resolve and review client requests.
-
Stage one
Create a Ticket
Turn client requests into support tickets that your team can track from the start. Keep the request linked to the right client and add the details needed to handle the case.
- Client support requests
- Ticket subject and details
- Client-linked tickets
- Ticket status
- Request history
- Support notes
- Ticket attachments
-
Stage two
Manage Tickets
Keep every support request organised while your team works through the queue. Assign tickets, update their status and make sure open requests do not get missed.
- Open and closed tickets
- Reopened tickets
- Ticket assignment
- Support status tracking
- Ticket search and filters
- Request priority
- Team ticket overview
-
Stage three
Resolve Requests
Give support teams the information they need to handle each request. Keep replies and actions connected to the same ticket so the full conversation stays easy to follow.
- Client conversation history
- Account-related details
- Support responses
- Internal support notes
- Ticket status updates
- Request resolution
- Complete ticket history
-
Stage four
Review Support Activity
Keep a clear record after a ticket is closed. Review past requests, ticket status and support activity to understand the workload and improve the way your team handles client issues.
- Complete ticket history
- Open, closed and reopened status
- Support activity records
- Resolution history
- Ticket volume tracking
- Common request review
- Team support activity
Support Visibility
Manage Support
With Clarity
Keep ticket status, client requests and support activity easy to review from one connected view.
- Ticket Status. See which requests are open, closed or reopened so your team knows what still needs attention.
- Client History. Keep past support requests linked to the client record so agents can review earlier conversations before taking action.
- Request Tracking. Follow each ticket from creation to resolution and keep the full support activity available for later review.
- Team Workload. Review support activity across the team and see how many requests are being handled at a given time.
- Issue Patterns. Review repeated client questions and common support requests to find areas that may need a better process.
- Support Records. Keep a clear history of ticket activity, responses and resolutions for future checks and daily operations.
Give Your Clients Faster, Clearer Support with Every Request Tracked From Start to Finish.
Questions about Support & Tickets
Everything You Need to Know About Support
Simple answers about tickets, client requests, status tracking and support history.
-
The module helps teams create, assign and manage client support tickets from one place. Teams can track ticket status, keep support conversations linked to the client and review the full history of each request.
-
Yes. Tickets can stay connected to the related client record. This gives support teams the right context when they review a request and makes past support activity easier to follow.
-
Yes. Ticket status helps teams see which requests are open, closed or reopened. This makes it easier to follow pending work and review completed support cases.
-
Yes. Ticket records can be reviewed using available search and filter options. Teams can use ticket details and status to find the support requests they need more quickly.
-
Yes. Ticket history keeps the support activity connected to the request. Teams can review previous details, responses, status changes and resolution information when they need more context.
-
Yes. Ticket history can help teams review support volume, common client requests and repeated issues. These records can help identify areas where the support process may need improvement.