Support Center

Support Center is the operational core of SEION Backoffice, where all incidents, requests, and tasks converge.

It is designed to centralize management, improve team coordination, and provide an end-to-end view of the entire support cycle—from ticket creation to resolution.

Each ticket type can be configured to trigger automatic actions in other modules: sending a communication, requesting information through a form, initiating a workflow, or generating a report in Analytics Center.

A connected, fast, and fully personalized support experience for every type of process.

Smart tickets

Benefits of managing incidents and tasks from a single location

Support Center facilitates coordinated work between teams through assigned tasks, internal comments, and a complete history of actions. Full traceability and automated notifications improve support quality and reduce repetitive incidents.

Centralize all requests

Manage incidents, tasks, and service requests from a single panel, with advanced filters and custom views by department or status.

Automate resolution

Create intelligent ticket types that define steps, owners, and automatic notifications. Each ticket follows its own workflow with no manual intervention.

Coordinate teams in real time

Assign tasks, review comments, and access the complete history of internal or external communications.

Reduce time and errors

Full traceability and automatic alerts eliminate duplicates and ensure faster, more accurate responses.

Connect with the entire SEION Backoffice platform

A ticket can generate forms, automation workflows, reports, or communications, integrating all SEION Centers automatically and effortlessly.

Ticket Management and Configuration

Advanced ticket management

Create, assign, and prioritize tickets with different statuses, tags, and priority levels. Track their progress through kanban boards, list views, or customized dashboards.

Configurable ticket types

Define ticket types with their own rules, owners, and automations. Each type can include sequential or conditional steps depending on the nature of the incident.

Operational Control and Traceability

Complete history and traceability

Access all actions linked to each ticket (emails sent, completed forms, internal communications, or attached documents) through a detailed and always-accessible record.

Automatic assignments and service levels

Automate ticket assignment and activate reminders or alerts based on defined times. Monitor the completion of each task in real time.

Integration and SEION Ecosystem Connection

Integration with other modules

Support Center connects natively with Automation, Communications, and Forms Center, allowing tickets to trigger automated workflows, send notifications, or generate forms instantly.

Complete process orchestration

Every action performed on a ticket can activate steps in other modules, enabling faster, more connected, and fully aligned support processes.

FAQs

Before implementing Support Center, it is normal to have questions about customization, automation, or integration with other systems. Here you will find clear answers to understand how this module can be adapted to your processes and improve support management in your company.

Can I adapt Support Center to my company’s processes?

Yes. All workflows, ticket types, and fields are fully customizable to match your internal structure and way of working.

Can I create different types of tickets for different departments?

Can multiple users work on the same ticket?

Can I assign tickets automatically based on predefined criteria?

How does it integrate with the rest of the SEION modules?

Can it connect with external tools (ERP, CRM, etc.)?

Can I link it with WhatsApp or other communication channels?

Can I track team performance?

Can I restrict access to certain tickets or areas?

Do you offer onboarding or setup support?

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Centralize internal and external support, automate processes, and maintain full control over each request with intelligent workflows and complete traceability.

Ticket Management and Configuration

Advanced ticket management

Configurable ticket types

Operational Control and Traceability

Complete history and traceability

Automatic assignments and service levels

Integration and SEION Ecosystem Connection

Integration with other modules

Complete process orchestration

Can I adapt Support Center to my company’s processes?

Yes. All workflows, ticket types, and fields are fully customizable to match your internal structure and way of working.

Can I create different types of tickets for different departments?

Yes. Each ticket type can have its own steps, owners, associated forms, and automations.

Can multiple users work on the same ticket?

Yes. Tickets can have multiple owners and include internal comments to coordinate team communication.

Can I assign tickets automatically based on predefined criteria?

Yes. Support Center allows automatic assignments based on department, priority, country, language, or any condition you define.

How does it integrate with the rest of the SEION modules?

Support Center connects automatically with Communications, Automation, Forms, and Analytics Center to execute related tasks such as sending emails, generating forms, or creating automated reports.

Can it connect with external tools (ERP, CRM, etc.)?

Yes. Through Integration Center, you can sync Support Center with your CRM, ERP, or external systems in real time.

Can I link it with WhatsApp or other communication channels?

Yes. Through WhatsApp Center and Communications Center, you can log and reply to conversations directly from the ticket.

Can I track team performance?

Yes. Reports and dashboards in Analytics Center display metrics such as resolution times, volume of incidents, or tickets closed per agent.

Can I restrict access to certain tickets or areas?

Yes. Support Center allows you to define custom roles and permissions to control who can view, edit, or resolve each type of ticket.

Do you offer onboarding or setup support?

Yes. The SEION team assists you during initial setup, helps you configure your first ticket types, and provides ongoing support to ensure the system fits your real workflows.

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