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Hi,
Is anyone using this module to run a service/support based helpdesk?
What is the best way to create and update a ticket that will ultimately form an invoice that can be sent to the client.
How do you generate reports on the amount of time spent on a ticket so that you can bill the customer for the time spent resolving an issue?
Any help appreciated.
Regards,
Leslie
Tickets have an Activity Log were you can enter the date, the time spent traveling, time spent on resolving the issue and comments against it. Optionally, if you have a service contract for the organization, the hours entered for the ticket in the activity log are also recorded against the service contract.
Hope this helps.
Great - thanks. I will take look at that.
Is it possible to run a report detailing the amount of time spent like this on tickets that were closed during a particular month? I can create invoices from a report like this.
Thanks,
Leslie
There is a report accessible from the ticket details page that lists the time spent on resolving the issue in the ticket, however if you want an aggregate from several tickets for an account, we don't have one for that.
If you are using the source, you can access the developer documentation for guidelines on how to add reports to Centric.
If you are willing to contribute the code (and have the authorization to do so), then we have a code agreement you can fill out, or optionally you can declare that your code portion falls under the Apache License, BSD License, Mozilla Public License or is otherwise freely available.
If you choose to have Centric' s development team implement this feature, let us know about it.
Hi,
How do I go about registering to download the source?
Thanks,
Leslie
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