Topics
Ticketing
Tickets, SLAs, service contracts.
9 articles
Understand
2 articles
- Basics & operating concepts Concept Video How the ticket module is structured: three lists, the detail manager with its tabs, how an activity comes about and which four roles receive notifications.
- Visibility & access Concept Video Who sees which tickets, who receives notifications and who is responsible: ticket channels, the four roles, owner and responsible person, plus the visibility of the individual activity.
For users
4 articles
- Create tickets How-to The three ways a ticket comes about: email ticket, ticket from enquiry and internal ticket — plus the external access points through which customers create tickets themselves.
- Ticket lists & views How-to The three lists My tickets, Ticket overview and Drafts, their sidebar filters, multiple selection and search — and when you take which list.
- Use the ticket reminder How-to Video With the ticket reminder you set yourself a reminder on a ticket — it disappears from the active view until the due date and then brings itself back via a notification.
- Record service time & bill tickets How-to Log working time directly on the ticket, release it for billing and turn it into an invoice in a few clicks — including hourly rates, surcharges, service intervals and collective billing.
For advanced users
2 articles
- Use the Outlook add-in How-to With the Outlook add-in you turn an Outlook email into a ticket, choose channel, status and owner, and track the ticket status directly in Outlook.
- Work with tickets How-to Create activities, reply to and follow up on emails, maintain notes and the solution path, change status and owner, merge tickets and split an activity off into its own ticket — all in the detail manager.