You can contact our support directly by e-mail or by the chat widget in the bottom-right corner if you are logged into QC One Portal. That won’t change.
What will change is that we will gradually introduce some automated dialogues and workflows. The dialogues makes sure we gather all the input needed to help you out. And the workflows make sure your question is routed directly to the most suitable support agent and solution.
This change will not only enhance our response times but will also make our process more efficient and allow for better planning.
Our updated support center is your one-stop resource for troubleshooting, learning, and mastering the QC One system.
Streamlining Question Routing
This automated workflow categorizes incoming customer questions based on specific types:
- Critical Issues:
For situations where our service is down and customers need immediate attention. - Bugs
For reports of degraded service, where something isn’t functioning as expected. - Service Requests
For requests related to configuration help—such as setting up workspaces, products, parameters, users, and notifications. - Other Questions
For inquiries related to sales, communications, or non-technical information.
Why the Workflow?
The primary goal of this automation is to serve our customers even better by routing each question as efficiently as possible. Additionally, it helps us manage workloads, making incoming questions more predictable and plannable.
Our support remains fully dedicated to helping customers as quickly as possible, and now, with this streamlined process, we can ensure that each question reaches the right team member without delay.
Next Steps: Gathering Customer Input
Over the coming weeks, we’ll start experimenting with these workflows to gather high-quality input from our customers. This input will be invaluable in helping us address issues and answer questions more effectively. With customer feedback integrated into our process, we’ll be better equipped to refine and optimize our support system further.
Whether you are encountering a specific issue or simply looking to explore new ways to optimize your setup, the renewed QC One Support Center is here to help.
Visit our Support Center today and experience a more intuitive way to navigate QC One!
Related Articles
If you’re interested in understanding more about the Workspaces update and how it fits into our vision for the portal, we encourage you to explore our detailed article.
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Introducing the new and improved QC One Support Center! Part One.
We are excited to announce the launch of our renewed QC One Support Center, designed to make your experience with our platform even more seamless and efficient.
