Solutions

Client Management

Karishma Sibal May-5th, 2015 12:54 1 0
It is possible to manage all the clients at one place using Vision Helpdesk. The Profile, Notes, Tickets, History, Invoices, Credits and all sub contacts can be managed at one place.

Mass Action on Clients:

It is possible is select either of the client or more than one clients with the help of checklist and perform the desired action on them.
This action includes the following Actions:

Approve:

If from the admin settings the admin has done the following setting as:

Settings >> System Section >> Module >> client >> Auto approve registration >> No

The client that gets registered to the helpdesk is to be approved by the staff every time before proceeding.

If Yes is set then the clients will get approved automatically whenever they are registered.

Disapprove:

If the client is disapproved then he will not be able to login. The client needs to be approved by the staff. An approval mail is sent to the client after the approval.

Ban:

When a particular client is banned by the staff member then the ticket will be ignored which is sent by the particular client.He will not be able to send any of the ticket to the staff till the staff removes the ban from him.

Remove Ban:

The client which is banned by the particular staff member can be unbanned or removed ban using this option. When the ban is removed then he will be able to send the ticket to the staff.

Mark spam:

The particular client can be marked as spam using this option. All the tickets of the clients will be moved to spam folder.

Not spam:

The client can be removed from the spam by Not spam option.

Filter list:

Filter list is used to provide more efficient and effective searches. When you enter filter terms in the search box and when filter is applied then the particular list appears according to the filter that is applied.

Apply filter:

When all the details regarding the filter are filled then the filter can be applied for the particular list of domains. Depending upon the terms that are filled for the filter to be applied the list appears for the filters.

Organization:

Clients can be grouped together into various groups based on the similarities that they have. These groups of the clients can be listed under organization.

Mass Action on Organization:

It is possible is select either of the Organization or more than one Organizations with the help of checklist and perform the desired action on them.

Note:

Default organization cannot be deleted or disabled.

Add Organization:

The particular organization can be added using the Add option present towards the top. It consists of fields such as:

Title:

The title of the organization will be mentioned here.

Description:

The description of the particular organization will be explained here.

Display order:

The order in which the particular organization will appear in the listing can be decided with the display order that is mentioned.

Status:

The status of the particular organization can be enabled or disabled from here.

Update Organization:

It is possible to edit or update a particular organization by selecting it from the listing. The changes can be made and it can be updated by the Update option present at the bottom.

Import:

The clients can be imported to the helpdesk by the Import option that is present towards the top. It consists of the following fields:

Domain:

The particular domain for which the clients are to be imported should be selected from the drop down.

Organizations:

The particular organization to which the imported clients should belong is to be selected from the drop down.

Upload CSV:

The clients that are imported should be in the format of CSV and should be uploaded.

CSV:

It is possible to export clients by selecting the CSV option from the top. There will be a report that will be requested and the clients can be exported by running the cron.

Add Client:

The particular client can be added by the Add option that is present towards the top. It consists of the following fields:

Domain:

Clients are added domain wise. The particular domain to which the client belongs is to be selected from the drop down.

First name, Last name:

First name, last name are the self explanatory fields.

Client type:

Either of the type of the client can be selected. The client can be either email client or the call client.

Email:

The email of the client is to be mentioned here.

Username:

Username of the client is to be mentioned here.

Organizations:

The organization to which the client that is added should belong is to be selected from the drop down.

Send registration email:

The choice is to be made whether to send the registration email to the client or not. And accordingly it should be either kept checked or unchecked.

Update Client:

It is possible to edit or update a particular client by selecting it from the listing. The changes can be made and it can be updated by the Update option present at the bottom.

Client details:

All the details of the clients will be mentioned here along with the profile image of the client. There will be the status of the client that will be mentioned below the profile image.

Also there will be a link to login as client to the client portal.

Client Status:

There can be three statuses that can be associated with the particular client:

Ban:

When the particular client is banned then all the tickets that are submitted by him will be ignored. He will not be able to send any of the ticket in the helpdesk unless ban is removed from him.

Spam:

When the particular client is marked as spam then all the tickets that are submitted by him will be moved to the spam folder. The tickets will not appear in the Inbox unless spam is removed from him.

Approve:

Client will not be able to login to the client portal unless he is approved. If the client is not approved then there will be the status of pending that will be shown.

Actions on Clients:

There can be different actions or operations that can be performed on the particular client. Towards the top there is an action tab and the action can be selected for the particular client.

Pin:

When the particular client is marked as pin then it gets listed under pinned items on the Home page or Dashboard.

Merge client:

Two clients can be merged into one using the Merge client option. One needs to mention the email address of the client that needs to be merged. It can be decided from the checklist (Invoices, Ticket, Note, Credit, Contacts and Department access) that is to be merged with the existing client.

Merge as contact:

The particular client can be merged as a contact with the existing client using this option. The email address of the client that is to be merged as a contact needs to be mentioned here.

Add note:

Note can be added for the particular client using this option.

Operations on Clients:

Towards the right there are different operations that can be performed on a particular client.

Add credit:

Credit can be added to the account of the client by Add credit option. The client can be either credited by Amount or Ticket credit.

Create ticket:

Ticket can be created for the particular client by this option.

Create invoice:

Invoice can be created for the particular client using this option. If the particular client has amount credit with him then while creating an invoice the credit can be applied for the particular invoice by keeping it checked.

Add contact:

Contact can be added for the particular client by this option. There can be different access that can be given to the contact. Depending upon the access and permissions that are assigned to him, he will be able to perform those operations.

Reset password:

An email will be sent to the client’s email address in order to reset the password.

Delete:

The particular client can be deleted using this option.

Client tabs:

Below the image or the details of the client there will be different tabs.

Summary:

Summary will display the details of the count of the Tickets and Billing. For tickets it will display the count for New, Overdue and Self assigned tickets. And for Billing it will display the count for Unpaid, Overdue, New, Today’s due and Today’s paid invoices.

Towards the bottom it will display the notes of the client along with the name of the staff member and the date and time when the particular note was posted.

Profile:

It will display all the details of the clients that are self explanatory that can be updated. Below the personal and company details it will consist of the Custom fields of Registration that can be filled.

Department access:

It will decide the departments to which the clients have the access to post the tickets.

Contacts:

The contacts of the particular client will be listed here. It will also display the access rights and permission that the particular contact has.

Tickets:

One can view all the tickets of the client at one place.

Packages:

The packages of the client will be listed here.

Invoices:

The invoices of the client will be listed here. Towards the top it will display the count of the invoices which are still unpaid.

Transactions:

Transactions that are carried out for the client will be listed here.

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