Skip to main content

Overview

Welcome to the Customer Service module documentation. This module is where your team manages support tickets raised by customers — tracking requests from creation through resolution, monitoring response times, and keeping work distributed fairly across your team.

Ticket Lifecycle​

Phase 1: Setup & Configuration​

This phase establishes the foundational numbering rules and lookup values required before tickets can be created.

  1. Customer service parameters — configure number sequences for customer service documents.
  2. Ticket priorities — define priority levels, response-time targets, and dropdown order.
  3. Ticket statuses — define the stages a ticket moves through, including initial, assigned, and closed behaviours.
  4. Ticket categories — define the categories used to classify service tickets.
  5. Ticket templates — create reusable templates for manual ticket creation and rental agreement automation.

Phase 2: Core Operations​

Day-to-day ticket management and customer record maintenance.

  1. Service tickets — creating, editing, and managing tickets.
  2. Assigned tickets — workload broken down by team member.
  3. Customers — customer records and account metrics.

Phase 3: Analytics​

  1. Dashboard — ticket volume, SLA compliance, and team performance at a glance.