Manage Account Queries using Service Manager

How to Add or Remove Fields in the Service Manager

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

2. Tick and untick any of the available Fields.

3. Click anywhere to close the Field Chooser.

How to Filter Service Requests by Date

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

2. Select User Date and type in the Dates in the fields provided.

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

3. Select one of the radio buttons:

   • Created to show tickets created on the selected date.

   • Reminders to show tickets you want to be reminded of on the selected date.

   • Due to show service tickets that are due on the selected date.

How to Only Display Account Queries

1. Click View (button) to see a list of Service Tickets.

2. Select the soft filter icon in the Category column.

3. 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. Click View (button) to see a list of Service Tickets.

2. Select the options in the second column of the header to filter the service requests by specific staff:

   • 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. From the Service Manager, click New (button).

2. Select a Category from the dropdown list (e.g. Customer Account - Accounts).

3. Select a Customer.

4. Select a Contact person.

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

6. Click Create New (button).

7. Select a user or department from the dropdown list below Assign to.

8. Set a Status for the ticket by clicking on one of the options on the right (e.g. Waiting Internal).

9. Type the customer's query in the block below Note.

10. Click Save (button).

11. Set the Due and Reminder dates.

12. Select a Department from the dropdown list next to Department.

13. Override the default Severity, if applicable.

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

15. Click Save (button).

How to Edit a Service Ticket

1. Click View (button) to see a list of Service Tickets.

2. Double click a ticket to open it.

3. Edit any of the information, or

4. Add a Response by clicking Actions (button) and selecting a response from the dropdown list. 

5. Click Save (button).

How to Add a Response

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

2. Click Actions (button) and select a Response from the dropdown list. Typical responses related to account queries are:

   •  Call

   • Meeting

   • Message

   • Note

   • Task

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

4. Click Save (button).

How to Email a Notification 

1. Open a Service Ticket.

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

3. Select All (including the customer) or Internal (staff members only).

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

5. Click Send (button).

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 (optional) to be reminded of the Service Ticket.

   2. Next to Due: Select a Date and Time (optional) 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 (see above).

3. If Timekeeping was started tick the block next to Stop Timekeeping.

4. Change the Status to Closed.

5. Click Save (button).

   • Note: You can also change the Status to Closed without adding a response by selecting a new Status from the dropdown list on the top bar. (Changing the status may depend on your user permissions.)

How to View or Edit a Response

1. Open a Service Ticket.

2. Double-click a Response.

3. Make any changes.

4. Click Save (button).

5. Click Close (button).

   • Note: Once a ticket is closed, the responses can no longer be edited.

How to Notify Customers that a Service Ticket was Created

ℹ️The selected contact person is automatically notified. Follow this procedure if you want to add additional people to the service ticket notifications.

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.

Related Topics

• Reference: Service Manager