Helpdesk

This application will allow you to manage customer support. You will be able to open tickets, assign them to users and track their progress. Axelor also manages the service level agreement (SLA) by allowing you to define your own application rules according to certain criteria.

  • Keywords :

    • SLA: The service-level agreement or "service level agreement" makes it possible to define the quality of service by setting indicators on the maximum resolution time of a ticket, or the passage to a certain step in a certain time. This is an option. If enabled, your teams will be alerted to the indicators to be met, and you will have access to detailed reports to track the performance of your SLAs and service level. Current Tickets: Displays all current tickets.

  • My tickets: Displays all tickets of the active user.

  • My team tickets: Displays all tickets of the active user’s team.

Introduction

Tickets not assigned: Displays all unassigned tickets.

Late tickets: Displays all late tickets.

Ticket history : Displays all tickets.

Reports: Displays reports: - Ticket: Ticket dashboards. - SLA: Dashboards concerning tickets subject to SLA rules.

Configurations: SLA charters: Allows you to configure SLA charters / Ticket types: Allows you to create ticket types.

Customer support

You will be able to open tickets, assign them to users and track their progress. It is also possible to manage the SLA.

Create a ticket

Customer support > Tickets in progress

You must first give a name to the ticket in the "Subject" field. The ticket number will be generated automatically when the ticket is saved in a defined sequence. The sequences are configured in the Application Configurations > General Data > Sequences. You can then select a customer (and an associated contact), or a track that is at the origin of the ticket creation or concerned by it. The default start date and time is the time of ticket creation. It can be modified. The end date will be updated when the ticket is resolved. You can also specify a due date for this ticket. In the "Characteristics" panel, you can choose a ticket type (the types are to be created from the configurations) and a priority. When you create a ticket, it is in the "New" status. By clicking on the "Start" button, the ticket changes to the current status.

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To make this ticket visible on the customer side, simply click on the "Assign to customer" button. You can also enter times spent from this ticket.
A ticket must be assigned to a person, or be taken over directly by the ticket creator by clicking on the "Take over" button from the list view. You can also select a user in charge of the problem…​

Configuration The ticket types must be created before they can be selected (submenu Configuration).

Follow a current ticket

you can indicate at any time the percentage of progress of the ticket thanks to the corresponding field. The various sub-menus of the module then allow you to easily follow the evolution of the tickets. Once the ticket has been resolved, you must click on the "Resolve" button. You then have the possibility to close the ticket, you will no longer be able to modify it and will be considered as definitively closed.

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Use a stopwatch

In the application configurations of the "Customer Support" module, activate the "Manage timer" button. A "Stopwatch" tab is then added to the "Ticket" sheet. This allows you to enter the time spent automatically using the stopwatch.

The SLA

The service-level agreement or "service level agreement" makes it possible to define the quality of service by setting indicators on the maximum time it takes to resolve a ticket, or the passage to a certain stage in a certain time. This is an option. If enabled, your teams will be alerted to the indicators to be met, and you will have access to detailed reports to track the performance of your SLAs and service level.

Enable SLA

From Application Configuration > Application Management, if you click on "Configure" in the Customer Support application, you have access to the configurations that enable SLAs.

Create a charter

Customer support > Configuration > SLA Policies

Once a name has been given to the charter, you must define the elements on which the charter will apply. You can indeed define that the quality charter only applies for a certain team, a certain type of ticket or on a minimum priority. Then you have to set the objectives. You can then indicate that the ticket must reach a certain status or be resolved before a certain number of days or hours to meet your quality criteria.

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The "Working days" box must be checked if only the working days are to be included in the calculation.

Monitor SLAs

Choose the next ticket

Put an example of alerts that exist with an image

Provide an example of the reports or explain how to use them.

In the Reports menu, you have access to dashboards concerning the tickets concerned by SLAs