Alerting technicians about problematic customers

[Product User]

Can we make the system alert the tech for any client which they should consult a manager about before they try to create a ticket or charge for them? I know you can created a popup for customers when their Account is looked up, but is there any other method which will alert them when they actually try to add the Ticket or the Charge?



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[Support Team]

Re: Alerting technicians about problematic customers

You can alert your techs about problematic customers in a few ways:

1. When you create a new Ticket, you can view Service notes about the Account in the area beneath the selected Account. You can write these notes in the Account's Service tab. Note that in the Service tab, you have the Description and the Internal – the Internal is displayed to employees only, so even if your client can view their Account information via the Web interface, they will not see the internal notes.

2. Same goes for the Contract's Internal note field in the Contract's Details tab. The Internal note is displayed whenever the Contract is selected for a new Ticket.

3. In case you have payment issues with the client, and you wish to freeze any activity with this client until the issue is resolved, you can set the Account's contract status as Suspended and when your tech attempt to use it for new Tickets or Charges, the system will warn them with a pop-up message saying that the contract is suspended, and whenever it is used anyway, it will appear in red.

4. As you mentioned, you can use the Account's pop-up message which pops when viewing the Account details.


Dina