Customer Support Workflow with Dealers

Created by Chantal Levesque, Modified on Tue, 20 Jan at 10:00 PM by Chantal Levesque

FishVue Interpret Customer Support

1. Initial Client Contact

Client emails both the dealer and the support desk:
- The support desk automatically proceeds with ticket creation.
Client emails only the dealer:
- The dealer replies to the client and copies the support desk email.
- The dealer includes a note asking the client to include the support desk in future correspondence for tracking purposes.
Client emails only the support desk:
- The Freshdesk product lead replies to the client and includes the dealer in the response.
- A friendly reminder is added asking the client to include the dealer in future correspondence.

Shape

2. Dealer Response and Ticket Ownership

The dealer provides first-line support, as defined in the dealer agreement.
A Freshdesk ticket agent (at Archipelago) is assigned to the ticket and is responsible for ensuring resolution.
If the dealer resolves the issue, the Freshdesk agent marks the ticket as resolved.
If the dealer cannot resolve the issue, it is escalated to:
- Second or third-line support, which could include product experts at Archipelago or the development team.

3. Support vs. Bug Classification

If the issue is classified as support (not a bug):
- It counts against the client’s support bucket.
- The client is informed that time spent on the item will be tracked accordingly.

Dealer Invoicing Summary

1. Dealer Pricing

Dealers receive a 10% discount on all license purchases for their own use.
Dealers may resell licenses to their customers at the standard retail price.
Archipelago invoices dealers at the dealer rate (10% discount) for:
- Licenses used directly by the dealer.
- Licenses purchased for resale.

2. Support Charges

Any additional support hours beyond those included with the primary license are purchased directly through Archipelago.
These charges are not included in the dealer discount and are invoiced separately.