Ways to work

Give every customer request an owner and a useful history.

A customer who asks for help should not have to reconstruct the whole relationship for every colleague. Pixie CRM connects support requests to customer context and gives service teams a structured place to manage the next action. Department queues, knowledge articles and reusable replies support a consistent response without removing individual judgement.

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Set up a consistent support workflow

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1:25 English captions

Create and verify a support department

Create a Pixie CRM support department with live clicks. Set its name and client visibility, save it and reopen the department to verify the retained settings.

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1:23 English captions

Create and verify a ticket service

Create a Pixie CRM ticket service with live clicks. Enter its label, save the new option and reopen the Edit form to verify that the name is retained.

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1:22 English captions

Create and verify a ticket priority

Create a Pixie CRM ticket priority with live clicks. Enter its label, save the new option and reopen the Edit form to verify that the name is retained.

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1:46 English captions

Create and verify a predefined support reply

Create a Pixie CRM predefined support reply with live clicks. Enter its name and message, save the reusable text and reopen it to verify the retained wording.

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1:37 English captions

Create and verify a knowledge base group

Create a Pixie CRM knowledge-base group with live clicks. Set its name, colour, description and order, save it and reopen the group to verify the retained settings.

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1:52 English captions

Create and verify an internal knowledge base article

Create an internal Pixie CRM knowledge-base article with live clicks. Set its title and group, choose Internal Article, write the guidance and verify the saved audience and content.

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Make the queue explain what happens next

Agree how requests enter the team, how they are categorised and what makes an issue urgent. Assign ownership and record the information needed for the next action. A request awaiting a customer reply should be distinguishable from one awaiting internal investigation. When a ticket moves between teams, include the work already completed and the question still unresolved. Clear handovers matter more than simply changing the assigned name.

Turn resolved questions into better service

Review recurring issues and decide whether an article, clearer onboarding or a product change would reduce confusion. Predefined replies can provide a useful starting point, but staff should check that the wording fits the actual request. Use reporting to examine queue age, unresolved work and reasons for reopening, with definitions the team understands. Keep internal investigation notes separate from information suitable for the customer portal.

Useful answers

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be wondering.

Practical details for a better informed conversation.

Can different departments manage separate support queues?

Department-based handling can be scoped around your service structure. Define the categories, access boundaries and transfer rules, then test a request that needs more than one team's involvement.

Will customers see every support note?

Customer-facing communication and internal working information need separate visibility rules. Review portal access, attachments and ticket updates during configuration so staff understand what the customer can see.

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Keep your ticket reference.

Give every customer request an owner and a useful history.

Set up a consistent support workflow

Create and verify a support department

Create and verify a ticket service

Create and verify a ticket priority

Create and verify a predefined support reply

Create and verify a knowledge base group

Create and verify an internal knowledge base article

Make the queue explain what happens next

Turn resolved questions into better service

What you mightbe wondering.

Connect the next part of the work.

Support Desk

Knowledge Base

Predefined Replies

Customer Portal

Tell us what a better working day looks like.

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Support & knowledge guides

Service workflows

Zendesk integration

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