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 […]

Approval Processes Overview

In this guide we will cover: – What are approval processes and when are they used?  – Creating an Approval Process – Additional Settings Against the Step – Triggering an Approval Process – Approving  – Overriding Approvals – Delegate approvals – Example Approval Process Admin Guides: Approval Processes What are approval processes and when are […]

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 […]

GoTo Resolve Integration

In this guide we will cover: – What is the GoTo Resolve Integration? – Sending Invites with GoTo Resolve – Ticket Updates/Closure What is the GoTo Resolve Integration? The GoTo Resolve integration allows you to create support sessions in GoTo Resolve and send invites to your users.  To use this integration, each agent needs to […]

Software Releases

Configuration > Software Releases Related Guides: Software Releases Field Type Description Setup Products Button Opens up the menu for creating and configuring Software Products.  Release Types Button Opens up the menu for creating and configuring Software Release Types.  Release Note Groups Button Opens up the menu for creating and configuring Software Release Note Groups. Use […]

Recurring Billing Profiles

Configuration > Billing > Recurring Billing Profiles Related Guides: Recurring Billing Profiles Field Type Description View/Edit XLS Profiles for Recurring Invoice Lines Button This opens up a menu for creating and editing XLS Recurring Invoice Line import templates. These are used for importing and updating quantities on Recurring Invoices via XLS/CSV. Import Recurring Invoice Lines […]