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Help (support tickets)

Through the Help module in the app, clients can send support tickets digitally. This simplifies the management of customer issues by avoiding phone calls and centralizing all communication in a single place, improving the relationship between the customer and the utility.

Once a ticket is created, it is sent to the support team. The request can be managed either from the portal or directly from your own CRM, which could be integrated through our webhook system.

Types of issues​

Clients can create different types of support tickets depending on their needs.

Predefined issues​

Clevergy provides predefined forms for several common issues for an utility.

For example, the contract modification issue allows clients to submit:

  • Change of contract holder: Provide full name, ID, email, phone number, and IBAN.
  • Change of bank account: Provide the new IBAN.
  • Change of contracted power: Specify the new contracted power (P1, P2).

These forms are designed to collect the necessary information in a structured way, solving issues faster and easier to process.

info

This feature is configurable so you can choose which types of issues to show or hide within your own application.

Generic issues​

Clients can submit a general issue describing their problem or question in free text under the subject Other issues.

Also, your team can define specific subjects to guide clients when submitting certain types of issues and categorize them. For example, subjects like I have problem with my surplus or Power outage.

Ticket life cycle​

Tickets visible to the client in the app can have the following statuses:

  • In progress: The client has created the ticket or replied to the conversation and is waiting for a response from the support team.
  • New answer: The support team has replied, and the client can view the new message in the app.
  • Solved: The support team has provided a solution. The client can confirm whether the issue has been resolved. If it is resolved, the ticket is updated to Closed. Otherwise, the client can reply within the same conversation thread.
  • Closed : The issue has been confirmed as resolved and no further action is required. At this point, the ticket cannot be reopened.

The full ticket conversation remains available in the app, allowing clients to review previous messages.

Notifications​

Whenever the support team replies to a ticket, the client will receive:

  • An email notification (if email communications are enabled).
  • A push notification in the app (if notifications are enabled on the client's device).

These notifications allow the clients to quickly return to the app and review the response.