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Ticketing

Customer requests in one place, with answers they can see.

Your team works tickets in a queue with type, status, priority and assignee. Customers write through a helpdesk with its own portal or by e‑mail, and see only what the team replies.

rolling outThe customer portal is in English for now.

Try the demoFeature overview
TicketsPreciz SK – support
All ticketsOpened by meAssigned to me
  • PRZ-000014Bushing diameter out of toleranceKovotech s.r.o., via the portalIn progress
  • PRZ-000013Certificate missing for delivery 0412Strojárne Žilina a.s., via e-mailNew
  • PRZ-000011Change of pallet packagingHydraulika Martin s.r.o.Waiting for review
  • PRZ-000009Invoice without an order numberAgrostroj Nitra a.s.Done
The customer sees replies on the portal; internal notes stay with the team.
An illustration, not a real core3 screen.

Worth a closer look

A reply for the customer, a note for the team

On a ticket you write either a public reply or an internal note, and that cannot be changed afterwards. Notes and internal files never reach the portal. Every status change goes into the timeline, and Done needs a resolution.

PRZ-000014 Bushing diameter out of toleranceKovotech s.r.o.
  • Customer: bushings from batch 2041 measure 18.06 mm inside
  • Internal note: metrology re-measures samples by 14:00team only
  • Reply: deviation confirmed, replacements ship on Fridaycustomer sees it
  • Status changed to Waiting for review

A helpdesk portal for each product

A helpdesk has its own name, logo, colour, welcome text and ticket number prefix. Customers sign in with a code or link from e‑mail, no password. They submit a request through a form with your questions, then follow its progress, reply and send files. Colleagues from one company join with an organisation access code and share tickets.

switched on by an adminan admin sets up the helpdesk

New requestPreciz SK – support
What happened
Bushings 2041 out of tolerance
Description
Inner diameter 18.06 mm, drawing 18.00 ±0.02
Order number
OBJ-2026-0412
Attachments
measurement.pdf, photo-1.jpg
Submit

Sign-in with a code from e-mail, no password.

Replies straight from e‑mail

Every minute the helpdesk reads its mailbox in Microsoft 365 or Google Workspace. A customer's reply is added to the ticket with its attachments, and a new e‑mail can open a new ticket. Customers get a notice about a reply or a status change with a link to the portal. The reply text is not in the e‑mail.

needs another module or servicea Microsoft 365 or Google Workspace mailbox

Reply by e-mailevery minute
  1. ✓Customer replies to the e-mail
  2. ✓Helpdesk reads the mailbox
  3. 3Reply and files are on the ticket

A new e-mail opens a ticket if the helpdesk allows it.

Permissions in this module

Tickets open for those with the ticketing permission, and only those with the ticketing settings permission change the settings. On the portal a customer sees only their own tickets and their organisation's, never internal notes or internal files.

How permissions work

Everything the module does

No embellishment. Each feature says whether it runs straight away, whether an admin switches it on, or what else it needs.

  • live
  • switched on by an admin
  • needs another module or service

Ticket queue

  • All tickets, opened by me and assigned to me, searchable by number and description(live)
  • Type, status, priority, severity, impact, group, assignee and watchers(live)
  • Resolution required for Done(live)
  • The list refreshes itself when someone changes a ticket(live)

Communication

  • Public replies and internal notes that cannot be swapped(live)
  • Files for the customer or for the team only, up to 20 at once(live)
  • Request for more information from the customer(live)
  • Customer's request to reopen(switched on by an admin)allowed per helpdesk

Helpdesk and portal

  • Several helpdesks with their own name, logo, colour and number prefix(switched on by an admin)
  • Customer sign-in with a code or link from e-mail(live)
  • Customer sign-up with e-mail verification(live)
  • Organisations with an access code and shared tickets(live)
  • Versioned request form with your own text questions(live)
  • Customers mute notices per ticket, change their e-mail or delete their account(live)

E-mail

  • Notices to the customer in the company's language(needs another module or service)outgoing mail set up
  • Sending through SMTP, Microsoft 365 or Google(switched on by an admin)
  • Replies and new tickets from e-mail(needs another module or service)a Microsoft 365 or Google Workspace mailbox

Administration

  • Disable, retire and archive a helpdesk(live)
  • Default type, status, priority and group for portal tickets(live)
  • Retention period for portal accounts(live)

Related

CRMCompanies, contacts, deals in a pipeline and activities. With Microsoft 365, meetings in Outlook too.

Try core3 at your own address.

Set up a test environment for your company, such as yourcompany.core3.digital, and explore the modules from the inside.

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