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Features
Invoice:
To access the Invoice option all the user needs to do is click on the Invoice on the menu bar. This option is very useful especially if you want to send invoice to your client.
The following are the steps to generate the Invoice:
1. Step 1 : Select the Department for which you want to generate an Invoice.
2. Step 2 : Select the User for which you want to generate an Invoice.
As soon as you click on select the user Invoice will be generated. The invoice generated will have all the billing information. It will give the service cost for each call support which was provided by the user and the total at the bottom. One good thing about this is it gives specific details about the support provided so there is no chance of any confusion which can ever take place. Some support centers chargee per hour, minute etc for help, some do not. Using this option exact cost can be easily calculated.
Profile
To access the Profile option all the user needs to do is click on the Profile on the menu bar. This option allows you to modify any information pertaining to the user. It can be the phone number of the user or e-mail of the user.
Enter the Login Name and the password of the user whose profile you want to modify in textbox provided. Click on Login 2 Edit. The next screen which comes up will allow you to modify any of the the following:
- Your Name
- Password
- Your E-mail
- Your Contact No.
As soon you are done modifying the information, all you need to do is click on the update button. The information you entered will get updated in the database.
Log-out
Click on the Log-Out option on the menu bar to log-out of the system.
Ticket Handler
Ticket Handler will allow the support specialist to resolve the queries posted on the system. All the Queries posted under Urgent or Normal category will be posted on the Ticket Handler system. Support specialist can go through each and every query and provide solution if available or else mark the query as unresolvable.
In order for you to access the Ticket Handler you need to enter the Ticket Handler (Login id): next to the textbox provided for the Name in the Ticket Handler system. The Ticket Handler (Login id): which was created using the control panel needs to be entered. The user who has this Login id will be eligible to provide customer support.
Next you enter the password which was set for the Ticket Handler (Login id): in the control panel. I am sure your Ticket Handler system administrator will provide you with the above details.
Now all you need to do to provide support is to select the Department and click on the Submit button.
The next screen which comes up will display the following:
- URGENT
: All the queries which needs to be resolved urgently will be displayed under this option. All you need to do is click on the subject of the query displayed under the urgent option. If there is no query the system will display no query to answer. If there is any query which is there under URGENT. Click on the subject of the query which will be displayed under URGENT, you will get the detailed information which the customer has posted. If you are in a position to resolve it. Enter all the information which will help the customer to resolve the issue in the text area provided under References used to resolve this query. Once you are done with that select solved from the drop down menu which is right below the text area and then click on Submit button. As soon as you click on submit the customer will receive the resolution or answer to his query. If you are not sure about the resolution to the query or you think this is unresolvable; send an appropriate reply to the customer and then select unresolvable from the drop down menu provided below the text area and then click on the submit button.
- NORMAL
: All the queries which are normal queries will be displayed under this option. All you need to do is click on the subject of the query displayed under the Normal option. For Example: in one of the following screens under the NORMAL link we have System not powering on. If you want to know what the query is all about, click on the link System not powering on to know what query the customer has. If you are in a position to resolve it. Enter all the information which will help the customer to resolve the issue in the text area provided under References used to resolve this query. Once you are done with that select solved from the drop down menu which is right below the text area and then click on Submit button. As soon as you click on submit the customer will receive the resolution or answer to his query. If you are not sure about the resolution to the query or you think this is unresolvable; send an appropriate reply to the customer and then select unresolvable from the drop down menu provided below the text area and then click on the submit button.
- VIEW SOLVED TICKETS
: This will display all the tickets or queries which have been resolved.
- LOG-OUT
: Click on the LOG-OUT to log out of the Ticket Handler System.
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