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Ideas for 3rd Party Helpdesk/Customer Support Transfers
We have several partner helpdesks/customer support organizations (external to us) who we either take in Tier 3 calls from or we pass over Tier 2/Tier3 calls to.
We are about to switch to Netsuite case management. I am trying to think of clever ways to faciliate these relationships. Today it's very manual- for example some external helpdesks put in tickets via our webform on behalf of their customer (goes to a generic support email inbox), some just give their customer our number and hang up and we sometimes do that to our customers in reverse (give them the next level help desk phone number and close the case).
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