Order, support ticket and dispute
A support agent sees the order number, current status, ticket correspondence and assigned reviewer. The dispute decision is passed to the payments system through an agreed process.
Custom Development
CRM for Freelance Marketplaces
A freelance platform’s support team needs the full history from both sides, even when the client and freelancer contact support separately. We’ll build a CRM that links tickets to their order and helps route disputes to the responsible team.
Why support struggles to reconstruct an order’s history
- Top freelancers quickly receive competing offers and may move to a platform where they feel more valued.
- New clients are unsure whom to hire and often leave after an unsuccessful first project.
- Disputes and refunds take up support capacity, and slow resolution undermines trust.
- Once clients and freelancers have established a working relationship and no longer see value in the platform, they take orders off-platform.
- It’s hard to tell which service categories are growing and where quality is slipping.
Participant profiles and order-linked support
These modules can be included in the project. We’ll agree on the scope and workflow rules after reviewing your processes.
Deliverable acceptance
The agent sees the deliverable and interim deadline the parties agreed to. A delay or dispute gets an owner and a handover history.
Support for repeat orders
A repeat order has its own number, terms and tickets. An agent with the appropriate permissions can open the linked previous order when needed.
Additional Features
- Support ticket routing
- Support leads can configure separate queues for account access, milestone terms and deliverable disputes. When a ticket is escalated, the reviewer receives the order number, escalation reason and available evidence. Time spent waiting for a party can be tracked separately from time worked by support.
- Repeat orders and freelancer availability
- For a repeat request, a manager can check whether the freelancer is taking new work and has confirmed the current terms. If the freelancer declines, the request goes back to matching with the work requirements attached. The earlier terms remain available to agents with permission.
- Support workload and order quality
- A lead can compare opened and reopened tickets by service category and reason. For reporting, order status is reconciled against the marketplace and payment status against the payments source. Repeat contacts about the same milestone can be flagged separately so they don’t inflate the dispute count.
CRM Workflow Examples
How teams can divide responsibilities and handle exceptions after rollout.
A ticket about an interim milestone
The client reports that the work doesn’t fit the brief, and the freelancer attaches the files delivered. The agent links the ticket to the milestone and routes it for review under marketplace rules.
Supporting a returning client
A manager sees a ticket from a company that placed another order. If needed, the manager clarifies terms with the client and hands the request to support.
What to Include in the First Release
We’ll start with a dispute queue for project milestone acceptance. Support agents can see ticket progress, and the escalation specialist sees the materials allowed under platform rules. In the pilot, we’ll check a reopened dispute and a case where one user has both roles.
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
How do we link support requests from both parties?
The agent links both tickets to the order ID. The internal timeline shows both, and each party can see the messages intended for them.
Is a refund complete once the dispute is decided?
Track the decision and payment status separately. Final confirmation depends on the data available from the payment service.
How do we migrate open order tickets from an existing marketplace?
We’ll link tickets to order, milestone and participant IDs. On a trial import, an agent checks that assignees and attachment visibility carry over. Tickets with uncertain order links stay under review before histories are merged.
What part of the marketplace goes into the first CRM release?
The first release can cover one support queue, an order record, dispute escalation and status reconciliation. We’ll determine what agents can see and which decisions they record in the CRM. The estimate depends on the number of roles and the statuses available from order and payments systems.
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.