Access & Key Capabilities

For accessing the Backoffice, you can use the same login credentials you already use for the CGM PORTAL itself.

Within the Backoffice, you can:

• Assign tickets to yourself
• Respond directly to customer inquiries
• Change the ticket status
• Forward the ticket to CGM L2 Support for assistance, if necessary.

Main functions

 

Item	Description
1	Enter a search term to search for a specific ticket.
2	Execute the search or click to refresh the list.
3	Switch to search mode to execute a detailed search using operators. Examples: Assigned To = Is Empty To search for tickets that are not assigned yet. Assigned To = Equals: [your partner name] To search for tickets that are assigned to you. Click the save icon to save your search. This way, you can use the saved query regularly. You can find your saved searches at the bottom left in section Saved queries.
4	Lock or unlock the ticket overview list. Lock Section: The ticket list remains visible, even when selecting a ticket. Unlock Section: The ticket details will be shown in full view and the ticket list will be hidden.

 

Workflow

1. If one of your associated customers creates a case in the CGM PORTAL for which you support the selected product and category:

• the ticket will be available for you in the Backoffice for further processing.
• you will receive a notification email with subject [CGM PORTAL] Ticket / New Partner Ticket Created 

2. You can then either log on to the Backoffice system or use the direct link from the email to display the ticket details.

3. Once you have logged on to the Backoffice, assign the ticket to yourself in the Assigned To field.

4. Decide whether you can resolve it independently or if you require help from CGM L2 Support:

• Collaborating with CGM L2 Support
  If you need CGM L2 Support assistance, change the ticket status to With CGM.
  
  In addition, write a message to CGM L2 Support:
  • Message to:
    Customer Support, orange background: Sends a message to CGM L2 Support. This message is hidden from the customer.
     
  • Once the CGM L2 Support completed their task and updated the ticket status, you will receive a notification email about the status change in the ticket and you can continue with the ticket processing.
     
• Interacting with the Customer
  When you are ready to hand the ticket back to the customer, use the following standard CGM PORTAL statuses:
   
  • Additional Information: Used when you need more details. Once the customer replies, the ticket returns to you.
    or
  • Solution Provided: Used when a fix is offered. The customer can either accept the solution (closing the ticket) or reject it (sending the ticket back to you).
     
  • If you want to write a message to the customer, use the following setting:
    Message to:
    Customer: Used to communicate directly with the customer.

 

Ticket Details

From the Tickets list, click a ticket ID to access its details.

Details

Field	Description
Status	Change the status depending on the situation: In Progress → You start to process the ticket. Additional Information → You hand the ticket back to the customer because additional information is needed. Solution Provided → You provide the customer with a solution. With CGM → You hand the ticket over to CGM L2 Support. When changing the status, the change is automatically saved.
Product Family	Indicates the product the ticket refers to. If this is incorrect, you can change the product.
Ticket Category	Indicates the Category the ticket refers to. If this is incorrect, you can change the ticket category.

 

Correspondence

In the Correspondence section, you can

1. Write a message to either the customer or CGM L2 Support, and optionally add attachments by clicking the Add attachment button.
   
    
   • Message to Customer: Sends a message to the customer. This message and its attachments will be visible as a comment in the Case details in the CGM PORTAL.
     
      
   • Message to Customer Support (orange background): Sends a message to the CGM L2 Support. This message is not visible for the customer.
      
2. See all messages, either from the customer, from the CGM L2 Support, and your own comments.
3. See all status changes
4. See all attachments added with a comment; the attachments are always displayed below the individual comment with which the attachment(s) were added.

 

Ticket History

The Ticket History shows the history of changes in the ticket.