Problem Management

Configuration > Tickets > Problem Management Related Guides: Problem and Change Management Using Fully Configured Workflows Problem/Resolution Finder The Problem Finder functionality is part of the small AI box that appears on the Ticket screen, which will offer assistance to solve the ticket. This part of the config will dictate how the "Matching Problems" and […]

How to configure Statement of Work (SoW) Templates

In this guide we will cover: – Creating the Statement of Work Template – Setting the Details of the SoW – Setting the SoW on the Opportunity  Creating the Statement of Work Template To create a statement of work template, you can navigate to Configuration > Custom Objects > Custom Fields > search for the […]

User – Asset Relationships

Configuration > Asset Management > User – Asset Relationships Related Guides: Linking Assets Field Type Description Name Free Text Decide the name given to the user relationship i.e. "Maintained By" which would be allocated to the user maintaining the asset. You can add relationships by going to the relationships tab of an asset and right […]

Example Pre-Pay Client

In this guide we will cover: – An Example agreement set up for a customer who has a Pre-Pay agreement This is a setup for a client with a Pre-paid block of hours. For example, the client can purchase 10 hours that will expire on a given date but will last up until that date […]

Shifts

In this guide we will cover: – What are Shifts and what can they be used for? – How to Create Shifts – Team Shifts – Shift Visibility – Shift Functionality – Importing Shifts from Microsoft Teams – Shift Clock In/Out – Ad-Hoc Shifts Admin Guides: Time Management What are Shifts and what can they […]

Managing Multiple End User Portals

In this guide we will cover: – How to have a second end user portal set up – Customise the Branding of each portal – Customise Portal CSS – Customise Portal Language  – Setting Portal Access – Distributing portal URLs using $-Variables – Restricting Portal Button Access – Restricting Portal FAQ list access – Restricting […]

Settings

Configuration > Organisations > Select Organisation This is the settings Tab of an organisation, you can choose what FAQ Lists the Agents have access to. Top Bar Field Type Description Edit Button Enables edit mode, and saves changes made. Change Logo Button Opens up a menu for uploading an image to use as a Logo […]

Workdays

Configuration > Teams & Agents > Workdays Configuration > Service Level Agreements > Workdays Related Guides: Workdays Details Field Type Description Workday Name Free Text The name of the Workday to display in lists and views. Summary Rich Text A brief description of the Workday to explain it to other Agents. The working hours are […]

Surcharges

Configuration > Billing > Surcharges Related Guides: Surcharges Field Type Description Name Free Text The name of the Surcharge, returned throughout the UI. Rate Money The flat fee that is added to invoices, for each Action that uses a Charge Type with Surcharges applied. See 'Surcharges' guide for more details. Linked Item Single Select Link […]

Report Colour Palette Based on Brand Colour

In this guide we will cover: – Changing Report Colour Palette from Application Colour Changing Report Colour Palette from Application Colour You can change the Report Chart Default Colour Palette in Configuration > Reporting > General Settings: Fig 1. Report Chart Default Colour Palette in Configuration > Reporting > General Settings By default, this setting […]