Services¶ Project Tasks Create Project’s Tasks from an Email Alias Set up an incoming email server Configure the email alias in your project Recurring tasks Configuration Set up task recurrence Edit or stop task recurrence Project management Configuration Scheduling activities Timesheets Overview Create Timesheets upon Time Off Validation Planning Configuration Roles Property fields and roles Employees Working hours Planning roles Materials Shift templates Planning shifts Create a shift Open shifts and auto planning Switching shifts and unassignment Switching shifts Unassignment Field Service Onsite interventions planning From a sales order From helpdesk tickets Configure the helpdesk team User default warehouse Configuration For your profile For all users Use in field service tasks Helpdesk Overview Getting started with Helpdesk Create a Helpdesk team Visibility & Assignment Determine team visibility Follow all team’s tickets Automatically assign new tickets Create or modify stages Add email and SMS templates to stages Assign stages to a team Fold a stage Service level agreements (SLA) Create a new SLA policy Define the criteria for an SLA policy Establish a target for an SLA policy Meet SLA deadlines Analyze SLA performance Pivot view Graph view Cohort view Receiving tickets Enable channel options to submit tickets Email Alias Live Chat Live Chat channel configuration Operators tab Options tab Channel Rules tab Widget tab Create a support ticket from a live chat session Website Form Website ticket form customization Prioritizing tickets Reporting Available reports Ticket Analysis SLA Status Analysis Customer Ratings View and filter options Pivot view Graph view Save and share a favorite search Help Center Configuration Knowledge Enable Knowledge on a Helpdesk team Search articles from a Helpdesk ticket Share an article to the Help Center Solve tickets with a clipboard box Add clipboard boxes to articles Use clipboard boxes in tickets Community Forum Enable forums on a Helpdesk team Create a forum post from a Helpdesk ticket eLearning Enable eLearning courses on a Helpdesk team Create an eLearning course Add content to an eLearning course Publish an eLearning course Publish eLearning course contents from the back-end Customer ratings Enable customer ratings on Helpdesk teams Set a ratings request email template on a stage Publish ratings on the customer portal Manually hide individual ratings Advanced After-Sales services Set up after-sales services Issue refund with credit note Generate coupons from a ticket Facilitate a product return with a reverse transfer Send products for repair from a ticket Create field service task from a ticket Close tickets Manually close solved tickets Automatically close inactive tickets Allow customers to close their own tickets Track and bill time Configure track and bill time features Enable track and bill time on a helpdesk team Configure service products Invoice prepaid support services Create a sales order with prepaid product Create and send an invoice for prepaid services Create helpdesk ticket for prepaid services Track hours on helpdesk ticket Invoice post-paid support services Create a sales order with a time-tracked product Create a helpdesk ticket for time-tracked services Track support hours on a ticket Create an invoice for hours tracked on a ticket
