In the service and support module it is possible to manage service and support requests of the customers. The module can be found under Sales > Service & Support.
Note: Until version 21.1 it's via Administration > Service & Support.
In the overview, many different filters can be found with which the requests can be selected. For example, it is possible to filter by emergency or by status (created, terminated, discussed, etc.). By clicking on the ticket, it can be edited.
The incoming requests from different sources can then be prioritized, described in more detail and assigned to an employee, including completion date and hourly rate. Subsequently, the responsible employee can release the ticket.
However, a service ticket can also be created directly from the contacts (Master data > Contacts > Select contact). Here, there is an additional Service tab with a link to create the ticket.
When a ticket is open, the service employee can open a new dialog with the customer in the Ticket Messages tab by clicking the Start new conversation button. A new ticket is then opened here that is assigned a unique number and can also be forwarded internally to other departments.
Within the message, ticket templates can be accessed, which can be created under Administration > Settings > System > Ticket Templates.
In the Actions tab, the ticket can be closed at the end and the time can be booked to the customer. You will then land in Team > Time Recording (until version 21.1 in My Area > Time Recording) and can book the time to the customer there.