Managing Tickets

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You can access the Tickets page by clicking the Tickets sub-tab on the Account Details page, as shown in Figure 1.

 

accountdetails

Figure 1 Accessing the Tickets Page

This page summarizes all help desk items related to the account. These items can be categorized as:

Problem reports and resolutions
Requests for information
Other issues with the account

ConcourseSuite provides a full-featured Help Desk module. The Tickets page contains a complete subset of the whole Help Desk module, as applicable to a specific customer account. The Tickets page lists both the open and closed ticket items, as shown in Figure 2.

 

accounts_tickets

Figure 2 The Tickets Page

This page provides you with information on issues an account has now, and has had in the past. You can also view how responsive you have been to their problems or requests. This indicates the level of customer satisfaction with your products and services.

Clicking action_icon displays a context menu. You can perform any one of the tasks listed below from the options on the context menu:

View existing tickets
Modify tickets
Delete tickets

To add a ticket, click Add a new Ticket link, shown in Figure 2.

To view an existing ticket, click the Ticket Number to display information regarding the ticket, and a number of sub-tabs for additional information.

You can assign a ticket to a department or a person for resolution by modifying it. You can enter ticket information in a flexible knowledge base for later search and retrieval. You can also describe the fix and close a ticket.

Managing Documents

Document management is a recurring feature in ConcourseSuite. This feature is found in the following modules:

Pipeline module - You can store presentations and proposals here.
Accounts module - You can store contracts and other legal documents here.
Projects module - You can store a variety of project-oriented materials in this module.
Tickets - You can store service related information in this module.

All documents are managed by the standard ConcourseSuite security and permissions system.