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SOLUTION · CUSTOMER SERVICE

Customer service with the whole customer in view.

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A support case rarely belongs only to support. Voyager routes the request, keeps SLA and ownership visible, shows the account, active delivery, commitments and billing context, and carries refunds, changes or work requests to the teams and approvers that must resolve them.

The case, in context

More than the latest message.

A case shows the customer's history, active work, commitments and open invoices, so the agent resolves it instead of transferring it.

One recordCase 4471 · Harbor DentalSLA 4 h · escalation path set
  • Customer historyPrior cases and conversations
  • Active workInstall scheduled Thursday
  • CommitmentsResponse promised by 14:00
  • Open invoicesOne overdue, in dispute

Illustrative example.

HOW THE WORK MOVES

From customer request to verified resolution.

Track SLA status, escalations and resolution while reducing transfers caused only by missing account or delivery context.

  1. IntakeEmail, chat, messaging or portal activity creates or updates the case.
  2. TriageQueue, priority and owner are set from the issue and customer context.
  3. InvestigateAccount history, active work, files and billing sit beside the case.
  4. EscalateSLA risk or specialist work reaches the right team.
  5. Authority gate: ApproveRefunds, credits and policy exceptions stop at the required authority gate.
  6. ResolveThe operational work and case resolution stay linked.
  7. UpdateThe customer receives status and resolution through the appropriate channel.
  8. ReviewService reporting shows queue, SLA and escalation performance.

01SERVICE DESK

Queues, cases, SLAs and escalation.

Route and assign cases, track SLAs, escalate when needed and report on service performance. Knowledge sits next to the case that needs it.

  • Queues, cases and assignment
  • SLAs and escalations
  • Knowledge and reporting

02CONTEXT

More than the latest message.

Account history, active projects, commitments, files and billing appear with the case, reducing handoffs that happen only because information is elsewhere.

03RESOLUTION

Fix it and tell the customer, together.

When a case needs another team, a refund or a change, Voyager routes the work and the approval, and keeps the customer update tied to the resolution.

04PORTALS

Self-service for customers and clients.

Customer and client portals give access to requests, status and documents under the same permissions as the rest of Voyager.

BEFORE YOU START

Common questions about this area.

Is Voyager help desk software?
Yes. It provides service queues, cases, SLAs, escalations, assignment, knowledge and reporting, connected to the rest of the customer relationship.
Can refunds and exceptions require approval?
Yes. Credits, refunds and policy exceptions follow your approval thresholds.
Can we keep our current channels?
Yes. Email, chat and messaging channels connect to Voyager's inbox and case handling.

CONNECTED WORK

Related capabilities and solutions.

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Bring a service issue that currently bounces between teams.

Map a service workflowRequest accessExplore other solutions

We will map intake, triage, account context, SLA, escalation, approval, resolution and customer communication around that case.