Service tickets
Service tickets: customer issues, each with an owner and a response-time clock.
- Figures: Open, In progress, the number of tickets at risk, and Resolved. The header shows the default response time, the At-risk window and whether ticket alerts are on (all from CRM settings and what each one does).
- Board or List. Statuses: Open, In Progress, Resolved, Closed. Tick tickets in the list to Start, Resolve or Close several at once.
- New ticket: Issue, Customer, Details, Priority, Status, Owner, the response time in hours (left empty, the Default response time applies), and About document with its Voucher no. (a sales invoice, sales return, credit note or receipt of that customer).
- A ticket is due at its creation time plus its response hours; changing the hours moves the due time.
Two different "at risk" windows
| Where | "At risk" means |
|---|---|
| The at-risk figure on Service tickets, and the tickets-at-risk cards on My work | Open and due within one hour, or past due |
| The ticket scan (a button on Service tickets, also part of Run automation now) | Tells the owners of tickets due within the At-risk window (8 hours by default), if the ticket at-risk notification is on in CRM settings |
When saving a ticket about a document you may see "Choose what the document is: sales invoice, sales return, credit note or receipt." (pick About document) or "... is not posted to this customer's account. Check the number and the customer."
Document threads
Document threads: "Conversations on ERP quotations, orders, deliveries, invoices and returns: who owns each one and what happens next."
- A thread is about one sales document: a sales quotation, sales order, delivery note (challan), sales invoice, sales return, provisional sales return, service job, recurring invoice, sales order cancellation or sales additional.
- Figures: Open, In progress, Waiting on customer, Mine. Filter All threads or Assigned or tagged to me.
- Statuses: Open, In Progress, Waiting on customer, Resolved, Closed. A thread has an Owner and a Priority.
- An Update adds a message, and can set Thread status after this update and Tag a colleague. Adding a message needs the permission to change threads.
- Open the document in ERP opens the sales document itself.
Common questions
Why do the at-risk numbers differ from the scan?
Two windows exist. The at-risk figure counts tickets due within one hour or past due. The ticket scan tells owners of tickets due within the At-risk window (8 hours unless changed).
I resolved a ticket about an invoice and the invoice did not change.
Tickets and threads are notes about documents. A correction is a credit note or a new document in Accounting.
Saving a ticket asks me to choose what the document is.
Pick About document: a sales invoice, sales return, credit note or receipt, and type its Voucher no. It must be posted to this customer's account.