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.
- Customers. The service profile for each customer, including their portal.
- Settings. Your Priorities, Categories and Teams.
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.
Scope. Service is built around tickets today. Service orders, work orders, and full billing or SLA automation are not part of it yet, so this manual covers ticketing and the customer portal.
Related
- Work a service ticket
- Set up a service customer and portal