Overview

The Service Manager helps organisations manage and optimise their service delivery processes. It provides tools for tracking customer requests, managing service tickets, scheduling work, monitoring performance, and handling communications with customers. This type of software often includes features for automation, reporting, and analytics to improve efficiency and ensure high-quality service delivery.

These tutorials explain how to use the Service Manager to deal with Account and Customer Queries.

Navigation: Main Menu > Office > Service Manager

How to Add or Remove Fields in the Service Manager

The service manager list view can be customised to display the fields that are the most important to you.

1. Display a list of Service Manager tickets.

2. Click the Field Chooser (*) in the first column.

3. Check or uncheck any of the available Fields.

4. Click anywhere to close the Field Chooser.

5. Click Menu (button) > Save Grid or Save Grid (All Users) to save the layout.

How to Filter Service Requests by Date

1. On the left, select a date option next to Set, or

2. Type the Dates in the fields provided.

   1. • Note: Select No Date to see all Service Tickets.

3. Select one of the radio buttons:

   1. SM Date to show the date the ticket was created.

   2. Due Date to show when the service request is due.

   3. Reminder to show tickets you want to be reminded of.

How to Only Display Account Queries

1. Click the soft filter icon in the Status column.

2. Tick the Accounts block.

   • Note: Once you have isolated account queries, you can double click any of the other field headings to sort by that order (e.g. level of urgency). Alternatively, click a column header and select Group By This Field. Multiple Groups can be added and stacked.

How to Filter Service Requests by Staff

1. Select an option next to one of these three filters:

   • User: View all tickets created by a particular user.

   • Rep: View tickets assigned to a particular rep.

   • Assign to: View all the tickets assigned to a particular staff member or department.

     • Note: You can also filter or sort by staff by clicking the soft filter icons in each column.

How to Create a Service Ticket

1. Navigate to the Service Manager.

2. Click New (button).

3. Select a Category from the dropdown list (e.g. Account follow-up or Customer Query).

4. Select a Customer.

5. Select a Contact person.

6. Select a Reference, if applicable (e.g. email subject).

7. Click Create Ticket (button).

8. Select a user or department from the dropdown list next Assign to.

9. Set a Status for the ticket by clicking on one of the options on the right (e.g. Accounts).

10. Type the customer's query in the block below Follow-Up or Note.

11. Click Save (button).

12. Set the Due and Reminder Dates.

13. Override the default Severity, if applicable.

14. Type the estimated time the task will take next to Hr/s (optional).

15. Click Save (button).

How to Edit a Service Ticket

1. Double-click a ticket from the list of Service Tickets to open it.

2. Click Edit (button) on the top row of buttons.

3. Edit any of the information or add a Response. 

4. Click Edit (button) again to stop editing.

How to Add a Response

1. Double-click a Service Ticket from the list of tickets to open it.

2. Click Edit (button).

3. Click Actions (button) and select a Response from the dropdown list. 

4. Take any additional steps the chosen response requires (e.g. add a Note).

5. Click Edit (button).

How to Email a Notification Request

1. Open a Service Ticket.

2. Click Email (button) on the top row of buttons and select one of these options:

   • All: Emails all the subscribers.

   • Internal: Only emails staff members (internal subscribers).

3. Confirm that you want to send an email notification.

How to Set Dates

1. Open a Service Ticket.

2. Enter or edit the Dates as follows:

   1. Next to Remind: Select a Date and Time to be reminded of the Service Ticket.

   2. Next to Due: Select a Date and Time by which the Service Ticket should be resolved.

How to Resolve a Ticket

1. Open a Service Ticket.

2. Add a Response to the ticket and select Resolved.

How to View or Edit a Response

1. Open a Service Ticket.

2. Right click a Response.

3. Select View / Edit Response from the context menu.

   1. If you are in Edit mode, you can edit the Response.

      1. Click Save (button).

      2. Click Close (button).

   2. If you are not in edit mode, you can only view the Response.

      1. Click Close (button).

How to Notify Customers that a Service Ticket was Created

1. Open a Service Ticket.

2. Click Menu (button) > View/Edit Subscribers.

3. Select a Contact from the dropdown list.

4. Click Add (button).

How to Delete a Response

1. Open a Service Ticket.

2. Right click a Response.

3. Select Delete Response from the context menu.

How to Delete a Service Ticket

1. Open a Service Ticket.

2. Click Delete (button) from the top row of buttons.