On the Calls screen in 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. You can also set a time limit for answering calls from specific customers.
Services
Services will be used in technical calls to indicate which services have been provided. These services must have a name and a value can also be indicated. To add a new service, click on Add service.
Only services that are not linked to tickets can be removed.
Types of call
Call types are used to classify technical calls according to the way your company works. You can also define whether a certain type of ticket will be visible for customers to open tickets using that type. To add a new ticket type, click on Add ticket type.
Only call types that are not linked to calls can be removed.
Number of blank lines in call printouts
The number of lines configured in these fields will be used when the option Display additional blank lines in ticket items is checked when requesting a printout of a ticket. The setting made will be displayed by default when printing the ticket. Set the number of lines for each item and then click Save.
Service time limit (SLA)
Depending on the client, it is necessary to prioritize your calls and have a deadline for answering them. To set this limit, go to the Settings tab of the Customer Details screen on the Customers page.
In the setting Control time for answering calls, check Yes. Enter how many hours you will have to answer this customer's calls. The system displays this time according to calendar hours, your company's working hours or the customer's working hours.
If the customer has other registered addresses (branches), each address will have its own SLA configuration. These addresses may not monitor this time, use the same configuration as the main customer or use a different configuration.
It is still possible to make this setting at printer level, either by turning this setting off completely or by using the setting of the address where the printer is located.
This deadline is shown on the Calls without responsible person and Active calls screens.
Receive call updates by e-mail
You can set up to receive updates on your tickets by e-mail. Go to the My Settings screen in your user menu and check the update options you prefer.
