357 results for "support"
Can I attach files to an OpsIQ support ticket?
Yes, you can attach files to an OpsIQ support ticket. The customer support flow accepts permitted document, image, spreadsheet, text, and ZIP attachments, with a maximum file size of 10 MB per file. Please note that…
Can I link a support ticket to one of my OpsIQ products?
Yes, you can link a support ticket to one of your OpsIQ products. When creating a ticket, you have the option to associate it with a relevant product or service. This helps the support team have clearer context…
Can I choose a support department?
Yes, you can choose a support department when creating a new ticket. An active support department is required for ticket creation. The available department choices are configured by OpsIQ and may change over time…
Does OpsIQ Chat support human handoff?
Yes, OpsIQ Chat supports human handoff. AI conversations can transfer to a human operator while preserving relevant conversation and customer context. Additionally, an escalation can connect to a support ticket, which…
What information should I include when opening a billing support ticket?
Information to Include When Opening a Billing Support Ticket When opening a billing support ticket, please include the following information: The affected invoice or product. Your expected outcome. A description of what…
What support-ticket statuses might I see?
Support Ticket Statuses A ticket can move through various operational states, including: Open Customer Reply Answered On Hold In Progress Waiting Resolved Closed The status of a ticket indicates where the conversation…
What file types can I attach to a support ticket?
Supported ticket attachments include common image formats, PDF files, text/CSV files, common office documents, and ZIP archives. The upload service also validates file types and blocks executable or active web content…
What support-ticket priorities are available?
Support Ticket Priorities The account supports four priority levels for support tickets: low, medium, high, and urgent. It is important to select the priority that accurately reflects the real impact of the issue. The…
Does OpsIQ support automatic payment redirection from an invoice?
OpsIQ supports automatic payment redirection from an invoice if a default online payment route is configured. In this case, the account can initiate the payment flow directly. However, if no suitable online gateway is…
Does OpsIQ support team performance analytics?
Yes, OpsIQ supports team performance analytics through its higher-tier capabilities. It can connect various support outcomes, including activity, customer satisfaction (CSAT), workload, and other operational measures…
Can OpsIQ support an industry not listed on the Solutions page?
Yes, OpsIQ can support industries that are not listed on the Solutions page. The listed industries are examples and not an exhaustive list. If a business has suitable web or API systems, it can utilize the General API…
Does OpsIQ support CCPA and CPRA requirements?
OpsIQ supports the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA) service-provider obligations where applicable. This includes provisions for privacy rights, restrictions on use…
Does OpsIQ support role-based access control?
Yes, OpsIQ supports role-based access control. It utilizes owner, admin, support, and custom roles with granular grants. The developer surface describes 62 least-privilege API scopes. Additionally, product areas such as…
Does OpsIQ support SSO?
Yes, OpsIQ supports enterprise identity patterns, including OIDC and SAML-based SSO. The current pricing page lists SSO/SAML and SCIM among the Enterprise capabilities. Since entitlement can change, organizations…
Does OpsIQ support Google Consent Mode v2?
Yes, OpsIQ supports Google Consent Mode v2 alongside its own category enforcement. Third-party tags can remain dormant until the relevant permission is granted, while the consent state is communicated to supported…
Does OpsIQ support SLA policies?
Yes, OpsIQ supports SLA policies. SLA calculations can incorporate various factors such as business minutes, time zones, business hours, weekends, holidays, and daylight-saving behavior. An SLA can pause while waiting…
Can OpsIQ send CSAT after a support ticket is resolved?
Yes, OpsIQ supports post-resolution ticket Customer Satisfaction (CSAT) surveys, in-chat ratings, and post-chat email feedback. It is important to keep these channels distinct, as they have different response rates and…
Does OpsIQ CRM support contact segmentation?
Yes, OpsIQ CRM supports contact segmentation. The CRM includes segments and reusable filter sets, allowing teams to group contacts or accounts by useful attributes and behavior. Segment Limits The published segment…
Which payment methods does OpsIQ support?
Supported Payment Methods OpsIQ supports various payment gateways, including: Stripe PayPal Paystack Flutterwave Razorpay Mollie Pesapal (including M-Pesa paths) NOWPayments Plisio The exact payment methods available to…
Does OpsIQ support multiple languages?
Yes, OpsIQ supports multiple languages. It offers a 40-locale operating layer across both customer-facing and administrative experiences. Customer-facing features, such as chat, can detect the user's language and…