Guide from a Service Perspective
The service is responsible for processing and resolving tickets. Additionally, it maintains the information of the individual service objects and, if necessary, creates new ones.
Users and Notifications
The service uses a central service login, which is responsible for distributing tickets. Each service employee also has their own account to manage and close the assigned tickets. Although all tickets are visible to all service accounts, only the central service login receives a push notification when a new ticket comes in. However, it is important that all service employees enable push notifications in the browser to be able to recognize changes and newly assigned tickets in a timely manner.
Managing Tickets
In the Tickets section in the sidebar, all open tickets are visible. The "Assigned to" column shows which employee is currently working on the ticket. The current status of the ticket or the associated task is displayed in the last column. Clicking on a ticket shows all details.
In the upper area, you'll find a timeline that shows the history of the ticket, and on the right is the comment window, which you can use to communicate with other team members. To close a ticket, use the "Close Ticket" button as soon as all active tasks are completed. Tasks can be created and managed in the lower part of the window.
Assets
In Assets, new customer objects can be added and existing ones can be supplemented. Clicking on an asset shows all the information about it. On the left side, customer information can be entered. With the "More Info" arrow, additional information configured in "Asset Modeling" can be displayed. On the right, documents for the customer can be placed or links can be entered.
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