Learn the concept
This is the step-by-step. For what it is and how it fits the bigger picture, read Service in the reference.
This is the step-by-step. For what it is and how it fits the bigger picture, read Service in the reference.
What this is
Service is your support desk: customers and staff raise tickets, your team picks them up, works them and closes them, with a customer portal for self-service. Open it from Menu > Service.
What is inside
- Tickets. The requests you work on, and the starting point for a bigger job.
- Orders. A service order is the record for one job: its tasks, its work orders, and its billing.
- Work Orders. One visit or crew’s slice of an order, for jobs that need more than one.
- Assets. The equipment you service, with a running record of where it’s been and what work has touched it.
- Entitlements. Customer service contracts — a maintenance plan or SLA that covers work at a flat fee or from a quota.
- Customers. The service profile for each customer, including their portal.
- Settings. Your Priorities, Categories, Teams, and the Order Item Types, Service Plans and Chargings a service order draws on.
How it fits together
Service customers sit on top of your normal customers, so support links back to the same business you sell to. A ticket can come in from your team or straight from a customer through their portal, and a ticket can be turned into a service order in one click without leaving it. From there the order’s Work tab carries the job through to billing.
Scope. Tickets, service orders, work orders, billing, assets and entitlements are all live today. Field dispatch and scheduling are coming next.