10 After-sales: trouble tickets and activity tracking


10 After-sales: trouble tickets and activity tracking

The after-sales phase is focused on customer support and requires: Managing any problems or cus...


10.1 Trouble Tickets

A ticket applies across different areas: in HelpDesk it is considered as a request by the client,...


10.1.1 Service channels

The tickets can mainly come from three different communication channels: Phone: the client calls...


10.2 Timecards

It is possible to associate resolution actions with the tickets. This is a second level of detail...


10.3 SLA

The Service Level Agreement defines the level of efficiency that a company is committed to mainta...


10.3.1 SLA configuration

To configure the SLA module, access the SLA.config.php file in the subfolder where the CRM module...


10.4 Activity tracking

Tracking is useful for always storing and monitoring the time invested on your customers for any ...


10.5 Services Contract

In vtenext there is the SERVICE CONTRACTS module dedicated to the management of a service sold to...


10.6 Installations

Some companies need to associate a specific serial or registration number to a sold product. vten...


10.7 FAQs

FAQs (Frequently Asked Questions) refers to typical questions relating to the standard scenario, ...


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