1. We have decided against synchronizing tickets from the Support module to the Customer Service module to prevent potential ticket duplication.
In the latest version (1.0.2), Customer Service will retrieve tickets from email, customer portal, and forms. If customers create tickets in both Support and Customer Service (or via email), it will lead to a significant number of duplicate tickets.
2. We appreciate your feedback regarding the perceived overlap between the Support and Customer Service modules. Our decision to develop the Customer Service module instead of the Support module is based on the fact that Customer Service will serve as a central hub connecting with various other modules such as Invoicing and Service Management. This integrated approach will enable us to offer more advanced features in the future.
3. To mitigate the risk of duplicate tickets and streamline the customer experience, we updated a feature in version 1.0.1 that allows administrators to hide the Support module from the customer portal if they are actively using the Customer Service module.