Superoffice Service

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Stayon top of every customer inquiry and turn customers into loyal fans. Provide exceptional customer service by quickly identifying and answering tickets with a productivity-focused tool and helping hand from AI.

Get some extra help from AI on how you handle incoming service requests. Get instant ticket translations, automatic sentiment detection, AI-based ticket routing, and a summary of your request with just one click.

Take your Service solution to the next level by handling any and all types of requests from one single platform, categorized by ticket queues. Handle both external and internal requests (IT, marketing, HR, investor) directly within SuperOffice.

Enjoy a powerful way to keep all customer information in one place with SuperOffice CRM platform. With one tool to handle marketing, sales, and customer service you can enjoy complete transparency and seamlessness across all your customer-facing teams.

Driven by a passion for Customer Relationship Management (CRM), SuperOffice makes award winning CRM software for sales, marketing and customer service. As the leading European CRM provider, SuperOffice is trusted by thousands of growing companies.

When registering, if the current user (by email address) doesn't have grant access rights, you first need to get a Microsoft Entra (formerly AAD) domain administrator to authenticate and register it manually. You do this by registering the domain with us.

We use the same service as for our federated sign-in service we use for CRM Online customers. This enables us to recognize the domain of the user's email address and redirect to the correct identity provider for authentication. This will add our Microsoft Entra enterprise app to your domains app list.

From SuperOffice's side, it's only accessgateway.superoffice.com. On Microsoft's Office365 OAuth and Identity side, we have no control over the endpoints they use. That is how oAuth works, you are redirected to a provider you have chosen to trust.

Up to version 10.1.4: If we don't recognize the UPN you will be redirected to mailbox properties. Click Cancel -> redirect back to mailboxes tab. Fix and verify the UPN. Make sure your MX Record is pointing to the Microsoft Exchange Online server. Try again.

If the browser caches an existing valid authentication-cookie, this can result in a direct redirect back to Service without the needed user interaction to get the needed details back. Clear the cookies or use an incognito-session in the browser.

URL trick for tech-wiz: To manually create a URL matching what supposed to be created (the URL that sends the customer to Microsoft (during the authentication process)), by catching the redirect in the browsers network tab - and manually run it in the browser.

There is no support for 2 duplicate onsite-environments run OAuth 2.0 at the same time: this is due to a security mechanism only allowing one registration per serial number (This is by design). If you want to use this feature on 2 tenants - you need 2 unique serial numbers.

Reach out to support with the serial number you would like to "unlock" - for resolving the situation.Fixing the "lock" to that serial number will only be temp - if you again uses it on both installations running on the same serial number.

When the user starts the authentication flow, the user initiates with an active session in CRM.web. When the authentication flow completes, the CRM.web request is posted back without session cookies due to the same-site LAX restrictions. This means that ASP.net creates a new session (since it does not see an existing session cookie). We use the PRG ( ) workaround with the tokens saved in cookies to get the session back so we can decrypt the tokens and save them to the database properly.

Our ticketing system allows you to efficiently handle incoming requests and helps you offer outstanding customer service every day. This selection of how-to guides contains guidelines to help you keep track of, answer and analyze all incoming questions and inquiries using SuperOffice Service. No matter whether they come in by phone, email, chat, web form, or other channels.

Requests is one of the main features of SuperOffice. Here you manage requests and enquiries that are in the system. You can also create internal and external requests, respond to incoming enquiries and obtain an overview of the statuses of all requests in the system. Click the Requests button to open the Requests screen or click the Requests text to open the navigator options with search, history and favourites.

Each question and query can be defined as a request. These questions range from support issues, questions about the product and services, or questions about invoices. Whenever a request comes in, you want to handle them as quickly and efficiently as possible and professional customer service.

Requests can be linked to contacts, who in turn can belong to a company. This means that requests cannot be linked directly to companies (only indirectly via contacts). When new emails are imported and saved as requests, the request is automatically linked to the correct contact via the email address. When you view a request, it is easy to see who the contact is, and if you click the contact's name, you can see which other requests are registered for this person. This provides you with a rapid overview of previous communication with this same contact.

A contact service system is all about providing your contacts the answers they are looking for and saving their contact information. Whenever you reply to a contact, they will receive an email from you. Which is why it is important to create your email signature.

Different companies have different routines for request handling and can use SuperOffice Service in different ways. Below we have set up two real-life scenarios showing some of the available options. These scenarios will show you how you can reply efficiently when a contact has submitted a request by email and when a contact calls in with a problem or a question.

SuperOffice Service streamlines the way you handle customer inquiries. Each inquiry is automatically assigned a unique reference number and all related communication is tracked with it. Anyone in your team can quickly access any data they need with just a quick search on tracking number, customer, ticket owner, status, period, or category.

Every customer inquiry and interaction are captured and organized centrally in your CRM database. This means that everyone in the company has immediate access to all information and history and will be able to check on the status of a customer prior to any contact.

There are many repetitions in the work of a customer support agent. With SuperOffice Service you can optimize and speed up your responses by using standardized reply templates, as well as use autoreplies to confirm routine actions.

A simple, yet important feature of SuperOffice Service is the Knowledge Base, which helps you build a library of FAQs. You can use the links to FAQs in your replies to typical queries or create an FAQ library in the Customer Engagement Center as a 24/7 self-service option.

Helping your customers to get in touch easier and find answers to their questions themselves is the Customer Centre add-on, which can be integrated directly into your website. Your customers can log in, view their request history, ask questions and search the Knowledge Base any time and any day they want.

Get some extra help from AI and Machine Learning technologies and improve the way you handle incoming service requests. Benefit from instant translation when customers write to you in foreign languages. Prioritize tickets correctly with automatic sentiment detection. Route tickets to the right service specialist even faster with category suggestions from AI.

Each CRM Online Customer will be handed their own email account for SuperOffice Service, in the form of cust...@domain.suocrm.XX (.eu or .com). More email accounts can be added in the SuperOffice Service admin pages. SuperOffice Service uses Mailgun for sending and receiving emails to those accounts, and SuperOffice Mailings uses Mailgun for sending emails.

When using Mailgun as the sending email service, and sending it as someone else (your own domain), it is recommended to set up both an SPF record and a DKIM record as a best practice, to avoid outgoing emails from Service to your customers ending up as spam. Read more on SPF and DKIM in section Security and best practices.

Be aware of the consequences of running your own SMTP server and not using Mailgun. In this case the automated bounce handling will not work because there is no webhook from your SMTP server to our SuperOffice Online platform. The only way to handle bounces is to import bounce emails back to SuperOffice via inbox. That means the email address from which the emails are sent out needs to be configured as a mailbox in Service.

It can be hard when you can't focus on the conversation you're having. It disrupts the flow of your conversations and interrupts your ability to provide efficient and personalized service to your customers. The lack of focus can be due to switching between different software platforms to manually handle calls and manage customer data. CTI for SuperOffice is a customer communication platform that allows users to make and receive calls directly within SuperOffice CRM.

With CTI for SuperOffice, users can connect their SuperOffice CRM with a range of standard VOIP systems. The incoming phone number is recognized automatically, after which CTI for SuperOffice appears. You can create notes immediately, which are automatically archived in SuperOffice CRM. You can also go straight to the customer card in SuperOffice CRM or SuperOffice Service and quickly generate a call-back note for your colleagues.

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