# Customer service: how to deliver it in ERP Instfy

<p class="lead">A practical, step-by-step guide to delivering great customer service in ERP Instfy: support tickets, help center, live chat, scheduling, and customer history.</p>

!image[Close, responsive customer service](/assets/img/solucoes/customer-service-3.webp)

This guide shows you **what to click and where** to serve customers well. It brings customer support, AI customer service, live chat, phone answering and callbacks, and appointment scheduling together in one place. Do it once by following the steps, then just repeat.

!image[ERP Instfy customer service center]

## 1. Receive and answer tickets

The ticket is the front door of support. Every question or issue becomes a ticket you track from start to resolution, so nothing slips through.

**Menu path:** *Support tickets*

<ol class="steps">
<li>Open <strong>Support tickets</strong>. The list shows tickets by status (New, Open, In progress, Resolved).</li>
<li>Click a ticket to read the customer message and the conversation history.</li>
<li>Set the <strong>Priority</strong> (Low, Medium, High) and the <strong>Assignee</strong> who will handle it.</li>
<li>Write your reply in the <strong>Response</strong> field and click <strong>Send</strong>. The customer gets it by email.</li>
<li>When the issue is solved, change the status to <strong>Resolved</strong> or <strong>Closed</strong>.</li>
</ol>

:::tip
Answer <strong>High</strong> priority and the oldest tickets first. A fast first-response time is what weighs most on customer satisfaction.
:::

## 2. Build the help center and knowledge base

A good knowledge base answers questions on its own, cuts ticket volume, and works as 24-hour support. Publish articles for the most common questions.

**Menu path:** *Help center*

<ol class="steps">
<li>Open <strong>Help center</strong> and click <strong>+ Create article</strong>.</li>
<li>Write a clear <strong>title</strong> (the customer's question) and the content with a step-by-step solution.</li>
<li>Choose a <strong>Category</strong> for the article (e.g., Account, Payments, Getting started).</li>
<li>Set visibility to <strong>Public</strong> and click <strong>Publish</strong>.</li>
<li>Copy the article <strong>link</strong> to send to customers or share on your help portal.</li>
</ol>

:::tip
Whenever you close a ticket that keeps coming back, turn the answer into an article. In a few weeks the base covers most questions.
:::

## 3. Chat in real time with your team or customer

Live chat solves what email makes slow. Use Messenger to answer on the spot and align the response with your team.

**Menu path:** *Messenger*

<ol class="steps">
<li>Open <strong>Messenger</strong>. Active conversations sit on the left.</li>
<li>Click <strong>New conversation</strong> and pick the person or team channel.</li>
<li>Type your message and attach files or screenshots if needed with the <strong>attachment</strong> clip.</li>
<li>Send it and follow the reply in real time; use mentions to reach a specific teammate.</li>
<li>Hand the case off to another agent when the topic belongs to a different area.</li>
</ol>

## 4. Schedule appointments and callbacks

Not everything gets solved on the spot. Schedule calls, phone callbacks, and meetings right in the calendar so no customer is left waiting.

**Menu path:** *Calendar*

<ol class="steps">
<li>Open the <strong>Calendar</strong> and click the <strong>day and time</strong> of the appointment.</li>
<li>Give it a title (e.g., "Callback for [customer]") and set start and end.</li>
<li>Add the <strong>guests</strong> (the customer and the assigned agent).</li>
<li>Write the reason for the contact and what needs to be handled in the description.</li>
<li>Click <strong>Save</strong>. The event is logged and acts as a reminder for the callback.</li>
</ol>

## 5. Track satisfaction and customer history

Serving well also means knowing the customer. In the CRM and the dashboard you see the full history and measure whether service is improving.

**Menu path:** *CRM / Dashboard*

<ol class="steps">
<li>Open the <strong>CRM</strong> and search for the customer by name or email.</li>
<li>On the profile, review their past <strong>tickets</strong>, conversations, and appointments.</li>
<li>Log <strong>notes</strong> about the contact so the next agent has context.</li>
<li>Open the <strong>Dashboard</strong> and check ticket volume, response time, and resolution rate.</li>
<li>Use those numbers to double down on what works and fix the bottlenecks in your service.</li>
</ol>

:::related
support-ticket, helpdesk, messenger, calendar, crm
:::