Support
From Commence CRM-Help
On-Demand is designed to help your customer support efforts in three key areas:
- 1. Tickets – specific, known customer support issues
- 2. FAQ’s – Answers to Frequently Asked Questions
- 3. Knowledgebase – A database of articles containing information about your products and services, which are helpful to existing and potential customers.
- 4. Analytics – Graphic charts which help you to track the resolution of tickets.
Contents
How to View Ticket Analytic Graphics
Your Ticket analytical charts may be viewed as part of the de-fault opening screen for the Support module, or by selecting “Analytics” from the Support Module Activity panel.
How to Create a New Ticket
Add a new Ticket by clicking on the “New” button on the Sup-port screen and filling in information on the dialog, which ap-pears. == How to View Tickets ==
Tickets may be viewed at any time when using the Support module by selecting the tickets to be viewed from the Support Module Action panel. Select “My Tickets” to view your own tick-ets. Select “All Tickets” to view all tickets for your organization. Click on a ticket “Subject” or “Account Name” to view detail for that ticket.
How to Update a Ticket
A ticket’s “Status” or other information may change over a peri-od of time, or you may wish to record progress or other additional information. Simply view ticket detail in the normal manner, edit the fields displayed, and then save your changes. Note: Tickets may not be updated after they are closed. However, a Closed ticket may be reopened (Click on the “Re-open Ticket” icon at the top of the detail page)
How to Delete a Ticket
Place a checkmark beside one or more tickets. Then click on the “Delete” button to delete them.
The Support FAQ List
By selecting “FAQ’s” from the Support Module Action Panel, you may access a list of FAQ’s (Frequently Asked Questions). These FAQ’s usually deal with products, services and other mat-ters related to your organization. This can be a very helpful ref-erence library when looking for answers to customer questions. == The Support Knowledgebase ==
Select “Knowledgebase” from the Support Module. While FAQ’s usually provide short and concise answers for customer questions, the Knowledgebase is oriented toward detailed and in-depth discussion of various issues.