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Hi,
Today we were working on documenting our support processes around the use of Centric CRM's help desk module. We've uncovered a few questions:
1) How is anyone notified about a new ticket entered by a customer in the self service portal? There doesn't seem to be an email notification, and the help desk's main screen does not auto-referesh every few minutes. It seems that our support staff must manually refresh the main screen every few minutes to discover new work. Maybe there is a setting somewhere that lets me configure the default user to assign new tickets to so that they will receive an email on creation?
2) We noticed that when a self service user creates a new ticket, the contacts dropdown list shows all contacts in their account and does not auto-select the current user. By default someone else is selected. Is this a bug?
3) Why can a portal user set the current ticket state when creating a ticket? It does not seem like their responsibility, and since they can't edit existing tickets they can't use it later.
4) What is the difference between Severity and Priority?
5) When we add an action plan to a ticket, we can't choose a plan manager. The only employee available is the one who is currently adding the action plan. Is there a setting somewhere that tells Centric CRM which users are allowed to be plan managers?
6) The knowledge base stores files. Based on other knowledge base systems we have used, we suggest a knowledge base item is a record with several fields such as a summary, cause, resolution, links, attachment(s), etc... that is searchable.
Thanks,
Ryan
