Dashboard

Here you can view the pagers.

Click on the 'New Ticket' button.

Add details and save it.

Click on My Tickets.

After that, you will be redirected to the new ticket list view.

Click on Reports

After that, you will be redirected to the Ticket Analytics Graph view.

Custome Filter

You can also view ticket details from the dashboard.

You will be redirected to the ticket form view

Click on the 'Whatsapp' button.

Views

'Helpdesk Ticket' Kanban view.

'Helpdesk Ticket' List view.

'Helpdesk Ticket' Graph view.

'Helpdesk Ticket' Pivot view.

'Helpdesk Ticket' Calender view.

'Helpdesk Ticket' Activity view.

Helpdsk form view of the support manager.

Helpdsk form view of the team leader.

Helpdsk form view of the support user.

'Helpdesk Ticket' form attachment tab. Where you can attach documents received from customers.

Helpdesk Whatsapp

In 'User', enable the 'Helpdesk Whatsapp Feature' option.

Whatsapp message description with the configuration setting.

Set the signature in the message,
1) Go to Preferences.

2) Add Signature.

Click 'Send By WhatsApp' Button in helpdesk tickets.

If partner mobile number is not added then this error popup will be appears.

Click 'Send By WhatsApp' Button in helpdesk tickets.

Click on the 'Send By Whatsapp' button.

This is the output shown in the WhatsApp messenger.

You can send a Whatsapp message direct from the dashboard.

After that one wizard opens, select details and press 'Send by whatsapp'.

This is the output shown in the WhatsApp messenger.

When you click 'Send By WhatsApp' Button in helpdesk tickets, this wizard opens choose details and if you click send then mail is sent. If you click send by WhatsApp it sends the message on WhatsApp.

The sent email looks like this.

Helpdesk SLA

Helpdesk SLA Policy group.

Go to the configuration -> 'Helpdesk SLA Policies'.

The 'Helpdesk SLA Policy' form view looks like this.

'SLA Tickets' form view looks like this.

You can see helpdesk SLA tickets also from the helpdesk ticket types using the smart button 'Helpdesk SLA'.

'Helpdesk Teams' form view. Where you can define working schedule as well as see helpdesk SLA ticket using the smart button 'Helpdesk SLA'.

You can do helpdesk SLA analysis from the 'Reporting' menu.

Portal

Login with manager and click on 'Helpdesk Tickets'.

Click on 'Create'.

This Wizard will popout after click on create. Here Only Portal Manager,Leader, Manager can select partners.

You can group by tickets.

In portal you can download ticket in PDF formate also. Just click 'Download'.

Ticket in PDF formate.

Helpdesk Alarm

Enable 'Ticket Reminder'.

Go to the configuration -> 'Helpdesk Ticket Alarm'.

Helpdesk ticket alarm form view looks like this.

Helpdesk ticket alarm form view with the ticket reminder.

Helpdesk ticket reminders email looks like this.

Helpdesk ticket reminders popup looks like this.

Email Notification

When a ticket is created that time customer will notify via email.

When a ticket is created that time assigned users will notify via email.

Email Template

When you click on the 'Reply' button on the form, this wizard will appear where you can set an email template as per reply. In Email, there is one link 'View Ticket', Where customer can see the ticket status.

Auto-Close Tickets

Enable the auto close ticket option and add days

'Ticket Close' information will added here.

Customer Feedback

While the ticket is closed, customers will notify via email with a feedback link.

After click on link customer will see this view, where customer give feedback with comment.

Customer feedback.

Stage Change history

When stage is change then add line here.

Manual Timesheet

Go to the helpdesk setting and enable the 'Manual Add Timesheet' feature.

Form view of the ticket. Add the timesheet in the timesheets tab.

Chatter

Chat with customer in chatter.

Stages & Status

You can update multiple tickets using mass update ticket

Fill the values in box like below

Attachment Size Limit

Configuration to give attachment size limit on portal.

Alert comes when attachment size larger then configuration.

Tickets Filter & Search

You can filter tickets by creation date.

You can search tickets by product name from the search bar.

Auto-Add Followers Configuration

Enable the option to automatically add customers as followers when a ticket is created.

Add Partner.

Add Team.

PDF

Ticket PDF report looks like below.

Multi Users Can Start Parallel Ticktes

You can start the activity timer directly from the Kanban view by clicking the 'Start' button.

You can see that the ticket timer for 'Mitchel Admin' has started.

You can see that the ticket timer for 'Jerry' has started for the same ticket.

In the ticket form view, the running timer is visible in the timesheet tab.

Merge tickets

Select the tickets and click 'Merge Ticket' from the action button.

After that, the 'Merge Ticket' wizard will appear. Fill the details and click on the 'Merge' button.

Here, you can see that a new ticket has been created, and the selected tickets are closed.

Select the tickets and click 'Merge Ticket' from the action button.

If you try to merge tickets from different partners, a warning pop-up will appear.

CRM With Helpdesk

Tick security group "CRM Helpdesk Ticket" to generate lead/opportunity directly from the helpdesk ticket as well generate a helpdesk ticket from the lead/opportunity.

"Helpdesk Ticket" form view, press the "Create Lead" button to create lead directly from the helpdesk ticket.

After that one wizard opens, fill the details then press the "Save" button.

Now, from the ticket, you can see generated leads of that ticket using the "Leads" smart button.

So, from that leads, you can see tickets of that lead using the "Tickets" smart button.

"Helpdesk Ticket" form view, press the "Create Opportunity" button to create an opportunity directly from the helpdesk ticket.

After that one wizard opens, fill the details then press the "Save" button.

Now, from the ticket, you can see generated opportunities of that ticket using the "Opportunities" smart button.

So, from that opportunities, you can see tickets of that opportunity using the "Tickets" smart button.

You can create a helpdesk ticket from the lead/opportunity using the "Create Ticket" button.

After that one wizard opens, fill the details and save it.

You can see tickets of that lead/opportunity using the "Ticket" smart button.

It opens tickets Kanban view.

Created ticket form view looks like this.

You can filter tickets lead/opportunity wise.

You can filter lead/opportunity ticket wise.

Tick security group 'Sale Helpdesk Ticket' to generate a quotation/sale order directly from the helpdesk ticket as well generate a helpdesk ticket from the sale order/quotation.

Go to the helpdesk settings and tick 'Manage Products'.

'Helpdesk Ticket' form view, press the 'Create Sale Order' button to create a quotation/sale order directly from the helpdesk ticket.

If you you try to create a SO without selecting a product then this error will appears.

Select products and click on the 'Create Sale Order' button.

After that one wizard opens, fill the details and save it.

Now, from the ticket, you can see generated purchase orders of that ticket using the 'purchases' smart button.

So, from that purchase order, you can see tickets of that purchase order/request for quotation using the 'Tickets' smart button.

You can create a helpdesk ticket from the purchase order/request for quotation using the 'Create Ticket' button.

After that one wizard opens, fill the details and save it.

You can see tickets of that sale order/quotation using the 'Tickets' smart button.

It opens tickets Kanban view.

Created ticket form view looks like this.

You can filter tickets sale order wise.

You can filter sale order ticket wise.

Form view of the helpdesk ticket, Click on the print'Helpdesk ticket' from the action buton.

Ticket PDF report with the products.

Purchase Order With Helpdesk

Tick security group 'Purchase Helpdesk Ticket' to generate a request for quotation/purchase order directly from the helpdesk ticket as well generate a helpdesk ticket from the purchase order/request for quotation.

Go to the helpdesk settings and tick 'Manage Products'.

'Helpdesk Ticket' form view, press the 'Create Purchase order' button to create a request for quotation/purchase order directly from the helpdesk ticket.

If you you try to create a PO without selecting a product then this error will appears.

Select products and click on the 'Create Purchase Order' button.

After that one wizard opens, fill the details and save it.

Now, from the ticket, you can see generated purchase orders of that ticket using the 'purchases' smart button.

So, from that purchase order, you can see tickets of that purchase order/request for quotation using the 'Tickets' smart button.

You can create a helpdesk ticket from the purchase order/request for quotation using the 'Create Ticket' button.

After that one wizard opens, fill the details and save it.

You can see tickets of that purchase order/request for quotation using the 'Ticket' smart button.

It opens tickets Kanban view.

Created ticket form view looks like this.

Form view of the helpdesk ticket, Click on the print 'Helpdesk ticket' from the action buton.

Ticket PDF report with the products.

You can filter tickets purchase order wise.

Invoice With Helpdesk

Tick security group 'Invoice Helpdesk Ticket' to generate invoice directly from the helpdesk ticket as well generate a helpdesk ticket from the invoice.

Go to the helpdesk settings and tick 'Manage Products'.

'Helpdesk Ticket' form view, press the "Create Invoice" button to create invoice directly from the helpdesk ticket.

If you you try to create a invoice without selecting a product then this error will appears.

Select products and click on the 'Create Invoice' button.

Now, from the ticket, you can see generated invoices of that ticket using the 'Invoices' smart button.

So, from that invoice, you can see tickets of that invoice using the 'Tickets' smart button.

You can create a helpdesk ticket from the invoice using the 'Create Ticket' button.

After that one wizard opens, fill the details and save it.

You can see tickets of that invoice using the 'Ticket' smart button.

It opens tickets Kanban view.

Created ticket form view looks like this

Form view of the helpdesk ticket, Click on the print 'Helpdesk ticket' from the action buton.

Ticket PDF report with the products.

Helpdesk Timesheet

Tick the security group 'Helpdesk Ticket Timesheet'.

Enable the 'Default Description In Timesheet' to add the default description in the timesheet, and then select default project. Enable 'Multiple Ticket Allowed' to start multiple tickets timer at a time.

You can filter tickets by 'Running Ticket' which shows which ticket timer is running.

Now we start the timer of the other ticket.

So if you have enabled the 'multiple ticket' group then you can start multiple tickets timer simultaneously.

Timesheet entry will look like this, currently one timesheet entry in the ticket.

Now we press the 'End Ticket' button to end the timer, you can end the timer as well from the list view using the 'End' button.

After that one wizard opens, It will automatically add a default description entry when you end the time

So now after the end timer, our ticket timesheet entry is updated.

Now we disable the 'Multiple Ticket Allowed' group.

Currently, one ticket timer is running, and start the timer of the other ticket.

So it shows a warning because we have disabled the 'Multiple Ticket Allowed' group.

Helpdesk Ticket to Task

Go to users & companies and tick 'Helpdesk Task'.

You can attach multiple attachments to the ticket.

Press the 'Create Task' button to create a task from the ticket.

You can assign tasks with responsible persons with the task description.

It moves information, attachment, etc of the ticket to the task.

After creating a task, you can see the created task number on the right side of the ticket.

Tasks kanban view.

Colourful Dashboard Feature

A colorful dashboard appears as below.

Go to the Helpdesk Stages form view and set the color you wish to display on the dashboard.

Notification

In the users form view, enable all the notifications from the 'Helpdesk notification' tab.

Go to the helpdesk configuration and enable all the 'Ticket Notification Cofiguration'.

Whenever a new ticket is created, a notification will appear on the notification icon as shown below.

Select the users in the 'Assign multi users' field.

When a user is assigned to a ticket, that specific user will receive a notification about it.

The admin will also receive a notification whenever the ticket's stage is changed.

Custom Fields And Tabs

Go to the helpdesk configuration and enable 'Helpdesk Custom Field And Tabs'

Form view of the ticket.

After that, the 'Helpdesk Ticket Custom Tab' wizard will appear. Enter the details and click the 'Create Tab' button.

You can now see the newly created tab here ('Extra Tab').

To add a custom field, Click on the 'Add Custom Field' button.

After that, the 'Create Custom Fields' wizard will appear. Enter the details and click the 'Create Fields' button.

You can now see the newly created custom field here ('Detailed Info').

Manage Repair Order With Helpdesk

In 'User', enable the 'Repair Helpdesk Ticket' option.

Add repair product and products and click on the 'Create Repair Order' button.

Click on the 'Create Repair Order' button.

After that, Repair Order wizard will appears. Here you can see the selected repair product and ticket number. Click on the 'Save' button.

You can view the repair order number here. To access the full details, click on the 'Repair Order' smart button.

Form view of the repair order.

'Repairs' menu.

List view of the repair order.

In the Repair Order form view, the associated ticket number is displayed. You can also access the ticket directly by clicking the 'Tickets' smart button.

To create a ticket, click on the 'Create Ticket' button.

After that, the 'Helpdesk Ticket' wizard will appear, showing the repair product, related products, and the associated repair order. Click the 'Save' button to continue.

Here, you can see the newly created ticket number is added.

You can filter repair orders by the 'Helpdesk Tickets' option.

You can filter helpdesk tickets by the 'Repair Order' option.

Ticket Widget In List View & Kanban View

Click on the 'Create Sle Order' button.

Add all the details and click on the 'Save' button.

In the Sale Order list view, clicking on the 'Ticket Widget' icon will display the details of the ticket. You can add new ticket details by clicking the 'Add Ticket' button.

After clicking the 'Add Ticket' button, a wizard will appear. Enter the details and then click on the 'Save' button.

Here you can see both tickets details.

In the Sale Order kanban view, clicking on the 'Ticket Widget' icon will display the details of the ticket.

In the RFQ list view, clicking on the 'Ticket Widget' icon will display the details of the ticket.

In the RFQ kanban view, clicking on the 'Ticket Widget' icon will display the details of the ticket.

In the Invoices list view, clicking on the 'Ticket Widget' icon will display the details of the ticket.

In the Invoices kanban view, clicking on the 'Ticket Widget' icon will display the details of the ticket.

In the Leads list view, clicking on the 'Ticket Widget' icon will display the details of the ticket.

In the Pipeline list view, clicking on the 'Ticket Widget' icon will display the details of the ticket.

In the Pipeline kanban view, clicking on the 'Ticket Widget' icon will display the details of the ticket.

Auto Assign Tickets

Create a helpdesk team, select the method: Each user has an equal number of open tickets.

Select the Open Ticket Stages.

In the ticket form view, select the created Helpdesk Team.

Add the user under “Assign User” to whom you want to assign the ticket.

You can group by the Helpdesk tickets by Assigned User.

select the method: Asign by Customer Filters and fill other details.

Select the created Helpdesk Team.

Add the user under €œAssign User€ to whom you want to assign the ticket.

Customer Support Package Hours

Go to the Helpdesk configuration and add the 'Allocation Hours For Month' under the 'Customer Hour Package Configuration'.

In the Contact form view, you can see the 'Allocated Hours for the Month' and package details under the 'Hour Packages' tab. Click on the package

After that, the 'Customer Hour Package Line' pop-up will appear. Here, you can view all the related details.

Menu and tree view of the 'Customer Hour Package'.

Form view of the 'Customer Hour Package'.

In the ticket form view, you can see the partner name.

You can see the 'Customer Hour Package' under the Timesheets tab.

Click on the 'End Ticket' button.

Here, select the project name, and the Customer Hours Package will be added automatically. Click on the 'End Ticket' button.

You can see the 'Customer Hour Package' under the Timesheets tab.

In the 'Customer Hours Package', you can see the 'Hours Consumed'.

Go to the Scheduled Actions -> Auto Create Customer Hours Package. Click on the 'Run Manually' button.

Auto Go to the Helpdesk Settings and select the stage in the 'Auto Followup Stage'.

Menu and tree view of the 'Auto Followup'.

Set the auto email template under Auto Follow-up.

In the Helpdesk Ticket Type form view, enable the 'Follo-up' and 'Auto Follou-up Trigger' options, then select the 'Folloup Template'.

In the Helpdesk Team form view, set the email.

Create a ticket.

Enable the 'Follo-up' options, then select the 'Folloup Template' under the 'Followuo History' tab. Here you can see the ticket is in the Done stage.

Go to the Scheduled Action (Ticket Auto Followup) and click on the 'Run Manually' button.

Here you can see that the auto follow-up email has been sent.

In the helpdesk ticket form view, you can see that the email status has been updated to Success.

Sticky Notes

Go to the user configuration and provide a Manager access right to the Mitchell Admin.

Provide a User access right to the Marc Demo.

Menu and kanban view of the 'Sticky Notes'.

List view of the 'Sticky Notes'.

You can easily filter and group by Sticky Notes records as shown below.

In the form view of 'Sticky Notes', select the user and add the other details.

Here, you can see the Sticky Note where the user 'Mitchell Admin' has been added.

Click on the 'Pin' icon.

After that, the 'New Note' wizard will appear. Add details and click on the 'Save' button.

Here, you can see the newly added sticky note.

Click on the 'Edit' icon.

Update details and click on the 'Save' button.

Here, you can see the updated sticky note.

Restrict Helpdesk Emails for Opt-Out Partners

Go to the contact 'Azure Interior' and disable the 'Opt Out Helpdesk Emails' option.

Now we move this ticket to the 'Done' stage.

The partner will receive an email notification.

Go to the contact 'Azure Interior' and enable the 'Opt Out Helpdesk Emails' option.

Now we move this ticket to the 'Done' stage.

The partner will not receive an email notification because the 'Opt Out Helpdesk Emails' option is enabled for this partner.