Table of contents
In the Service & Support module it is possible to manage service and support requests of the customers.
Settings and Function
The module can be found under Administration → Service & Support
In the overview, many different filters can be found with which the requests can be selected. For example, it is possible to filter by emergency or by status (created, scheduled, discussed, etc.). By clicking on the ticket, it can be edited.
The incoming requests from different sources can then be prioritized, described in more detail and assigned to an employee, including completion date and hourly rate. Subsequently, the responsible employee can release the ticket.
However, a service ticket can also be created directly from the address (Master data → Addresses → Select address). Here, there is an additional Service tab with a link to create the ticket.
In the "Ticket messages" tab, the service employee can open a new dialog with the customer. A new ticket is then opened here that is assigned a unique number and can also be forwarded internally to other departments.
Here, ticket templates can be accessed, which can be created under Administration → Settings → System → Ticket Templates.
In the "Actions" tab, the ticket can be closed at the end and the time can be booked to the customer.
You will then land under My Area → Time Recording and can book the time to the customer there.