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 cu...
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, ...