GUIDE TO USING THE TICKETING SYSTEM
The Nios4 Ticketing System is a portal that organizes the management of customer support requests, customizable and editable, aimed at clients who need to manage support requests and interventions that their customers request via calls, WhatsApp, messages, and emails. To avoid getting lost in managing requests, the ticketing system organizes and displays all requests and history from the beginning to the resolution of the intervention, creating intervention reports and allowing direct invoicing to the end customer. The system is aimed at the service owner and those who use the service, automatically notifying all updates via email, FREE in the D-TEC program.
For the service owner:
The service owner is the one who offers the ticket service to their customers.
For those who have installed the D-TEC program, if they find the Ticket among the Sections then it is already ready to use. If the Ticket Section is not present in the D-TEC program, it can be installed for free in the D-TEC Marketplace among the add-on components. In the ReportOne program and in the Nios4 Templates, the Ticket can be installed in the Marketplace among the Add-on Components.
It is mandatory for everyone to request the Activation of the Ticketing Service through the Support Portal
For the service owner it is mandatory:
2. FILL IN the following FIELDS in the Your Data table: In the Main additional table: the Company Name, E-Mail and set a Logo for your business.
at that moment the respective clients will register for the service and after that they will be able to access all the features.
Once the entire installation procedure has been carried out correctly, there will be new tables and new features within the program. What will be important for the ticket service will be the Clients Table, the new Ticket Table and all the new fields in the Info Table, visible under the Your Data Table.
Clients Section. The Clients section is where all your clients will be saved. With the update, when opening the Client Record you will see a new field called Check Ticket.
Ticket Section. In this section there will be all the support requests. The fields are No., the Title of the request, the Status (Open, Suspended, Reschedule, Executed), the Priority which indicates the level of urgency of the request (Low, Medium, High), the Description of the request, the Request Date, that is, the date on which the request was sent, and the Client who made the ticket request. You can later make changes such as updating the progress status of the request.
To make the service available, what you will need to do is provide your clients with the link that you will receive when the installation procedure is complete. In
In the Your Data Table. In Options in the Your Data Table there will be a series of data to fill in for the operation of the ticketing service, some mandatory and others optional to customize the view of the Ticket fields.
FIELDS ALREADY FILLED IN, BUT CUSTOMIZABLE (It is better not to change the name of these Fields) in the Your Data table: In the additional Ticket Table all fields are already filled in with the name visible both on the owner side and on the client side, when accessing their own display panel.
The Additional Ticket Fields Table is a table where you can impose limits on your client on what they can view or how they can interact. It refers to the Ticket Section so it will have as many rows as there are columns in the Ticket Section.
To add a new List Field with Dropdown Menu
To edit the fields: Go to the Ticket section, the settings gear at the top, then select Fields and click on the + to add a field.
To Edit an Existing Field
To edit the fields: Go to the Ticket section, the settings gear at the top, then select the Field you want to edit and the pencil to edit
N.B. Please note that all updates regarding new contacts, new tickets, and ticket changes will be notified via email.
For the end customer who uses the service:
The end customer can access the ticket service through the link received from the service owner. The end customer independently enters the support request and follows its progress through the account created on the portal without interrupting the workflow in the field.
If this is the first time accessing the service, the first thing to do is register. Once all the fields have been filled out and the registration request has been sent, you can access the service by entering your credentials in the login form (the link will also be sent via email).
What the user will be able to do is add new ticket requests, modify certain parameters (according to the limits set by the ticket service owner), and view the list of submitted requests.
Read the technical specifications of the ticketing system
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