Two types of users can open tickets: client users and provider users. This topic presents how each type of user opens a ticket and their details. Opening a ticket by client Client-type users can open tickets to...

When a ticket is created by a customer user, it will be on the No person responsible screen in the Tickets menu. To assign it to a technician, simply open the details screen and select a user in the Responsible field. Saving this change will move this ticket to the... screen.

The call report is a data repository where you choose which information will be displayed, and you can filter this data and sort it according to the information selected. To access it, go to the Reports > Calls menu and click on New report....

In the Calls screen of the Settings menu, you can register the services provided in a call, types of calls and configure the number of blank lines in the printed call. It is also possible to set a time limit for answering...

Introduction to the Help Desk Customer calls Handling open calls SLA control Getting to know the Calls report