I would like to have my items addressed here with either a link to the corresponding topic or detailed instructions on how to:
1: I would like to run reports for the following items:
*incidents per day
*clients served per day, per week
*services billed for (remote, on site, preventative maintenance)
*problem types requested by customer (hardware, mobile device, application, email, new user set up)
2: I would like to set up the web interface for our clients so all they can do is just log a service request to our desk and check the dispatch status; as well as be able to add or update the ticket request. No other access would be needed on their behalf, but the user should be able to log in under the company name requesting the service, type in their user information (ultimately updating the contacts section for each new entry under the company name).
3: We would like to use the email functionality but realized the burden it will cause both the Tech Support team and the requestor as multiple requests will get multiple tickets, where as in our current environment once the client makes a request if they have follow on work we are just updating one ticket but billing for mulitple services and hours in one ticket. If we choose to use the email connector we will essentialy be doubling our ticket volume, administrative time and loading up the customer's in box with acknowledgements and new tickets. Your suggestions here would be most helpful.
Thank you.
BillBee
1: I would like to run reports for the following items:
*incidents per day
*clients served per day, per week
*services billed for (remote, on site, preventative maintenance)
*problem types requested by customer (hardware, mobile device, application, email, new user set up)
2: I would like to set up the web interface for our clients so all they can do is just log a service request to our desk and check the dispatch status; as well as be able to add or update the ticket request. No other access would be needed on their behalf, but the user should be able to log in under the company name requesting the service, type in their user information (ultimately updating the contacts section for each new entry under the company name).
3: We would like to use the email functionality but realized the burden it will cause both the Tech Support team and the requestor as multiple requests will get multiple tickets, where as in our current environment once the client makes a request if they have follow on work we are just updating one ticket but billing for mulitple services and hours in one ticket. If we choose to use the email connector we will essentialy be doubling our ticket volume, administrative time and loading up the customer's in box with acknowledgements and new tickets. Your suggestions here would be most helpful.
Thank you.
BillBee
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