Support queues by ticket type
The agent sees the internal account ID, verification status and ticket history. The escalation team receives the minimum information needed and records who confirms incident closure.
Custom Development
CRM for Crypto Exchanges
Exchange support needs to group tickets about the same incident and give users consistent answers. We’ll build a CRM for agents, technical escalations and approved messages based on statuses from the responsible teams.
What makes consistent incident communication difficult
- Clients operate around the clock in different countries and need support at any hour.
- Security incidents, fee changes and technical disruptions require prompt, transparent updates.
- High-volume traders expect dedicated support and priority contact channels.
- Customer verification and reviews call for clear, respectful communication.
- Scam messages impersonating the exchange undermine trust when users don’t know which channels to use to verify them.
Support queues, incident records and approved replies
These modules can be included in the project. We’ll agree on the scope and workflow rules after reviewing your processes.
Localization and shift handovers
The queue accounts for language, ticket priority and the information already verified. Incoming agents can see what the previous shift did.
Tracking approved updates
An incident status approved by an editor can be linked to open tickets. Agents use the current message version available to their role.
Additional Features
- Checking a ticket against the confirmed transaction status
- The agent can look up an authorized transaction identifier and the time of the last update from an agreed source. If the information conflicts, the agent routes the request to the specialist team and records the expected follow-up. Support shares the result once confirmed.
- Reviewing record visibility during escalation
- The shift lead can check which fields the team needs for the ticket category. After handover, the owner acknowledges receipt and can see earlier actions within their role permissions. The log shows who changed the assignment and when.
- Wait times across support queues
- Support leads can track time to first response, handover and closure by request type. Tickets awaiting confirmation from a specialist team have a separate status. The summary shows where open cases are building up.
CRM Workflow Examples
How teams can divide responsibilities and handle exceptions after rollout.
Several tickets follow a delayed status update
The agent links the tickets to an incident record. Once the specialist team confirms the cause, support receives approved wording for the reply.
A request needs further review
The agent records permitted details and routes the ticket to the specialist team. The customer receives a status update without being asked for secret information.
What to Include in the First Release
For the pilot, we’ll choose one support channel and transaction status inquiries. An agent logs the ticket, the specialist team confirms the status, and communications approves the message. We’ll check how to retain only necessary identifiers and restrict access to attachments.
Once we agree on the requirements, we design the screens, build a pilot, and try it against the agreed use cases. We plan the rollout and follow-on modules with your team.
Discuss the First PhaseDevelopment FAQ
Do agents need access to assets or keys?
Permitted identifiers and statuses are enough to answer. Access to assets and secrets is outside the CRM support workflow.
How do we link a spike in similar tickets to an incident?
Tickets can attach to a shared incident record where an owner confirms the status. Agents use approved messages and see which customers have already received a response.
How do we migrate open exchange tickets and their incident links?
We’ll match internal ticket numbers, categories and links to confirmed incidents. Support will review pending replies, language and ownership on a sample. Before migration, we’ll agree on permitted fields and check the sample for secret information.
What determines the first release of a crypto exchange support CRM?
We’ll take one queue and walk through handing a ticket to the specialist team and updating the customer. The estimate depends on categories, languages, status sources and access rules. In the pilot, we’ll check what support does when the source temporarily fails to return a status.
Let’s Discuss Your CRM
Tell us your industry, describe one process you want to automate, and let us know which tools your team already uses.