In this setup, claims and returns are created in Claimlane and then moved to a connected ticketing system, where all customer communication is handled. Claimlane continues to process the case in the background, while the customer support team works from its existing ticketing tool.
This approach keeps customer interactions in one system while providing Claimlane’s RMA automation and system integrations.
Custom actions can be added to a connected ticketing system, allowing customer service agents to trigger specific actions in Claimlane directly from their ticketing tool. These actions are shown as links or buttons in the ticketing-system interface.
This setup is used when certain workflows or integrations cannot be run directly from the ticketing system and need to be executed through Claimlane instead.