Helpdesk

Everything to do with Support and Ticketing

Using the Authorised Contact function

The Authorised Contact check is a tool designed to help you easily identify contacts that have an established status with your organisation. This can be used to verify user permission for example when a Helpdesk ticket comes in - if a request has ...

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By OpenCRM Online

March 7, 2023

Helpdesk settings - limiting Product and Project search screens based on linked Company or Contract

You can set up your HelpDesk to only show you the Product and/or Projects from the pop-up selectors that are linked to the Company and/or Contract you have already added on that Ticket. To configure these options go to Settings > Configuration ...

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By OpenCRM Online

March 7, 2023

How can I iFrame my e-sign portal within my (WordPress) website and still pass in the Sales Order number?

Not using WordPress? You should simply be able to skip step 1. If you are using an alternative CMS system, you may need to use a similar plugin if you find step 2 does not work for you. Please do not use a plugin to create your iFrame it is unnece...

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By OpenCRM Online

March 7, 2023

What size should I make Images in FAQ's ?

This depends on the size of the page that is going to display the FAQ - we suggest a maximum width of 900px . You can adjust this either when you create the image (i.e. take a screenshot) or by editing the size of the image in the Image Propertie...

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By OpenCRM Online

March 7, 2023

Creating Helpdesk Tickets using Pop2OpenCRM

Once Pop2OpenCRM has been configured (please contact our support team to do this), you can have Help Desk Tickets automatically created from Emails sent to specific email addresses.  For example, your might have a client facing support@yourdomain....

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By OpenCRM Online

March 7, 2023

How do automated support ticket escalation, SLA times and notifications in OpenCRM work?

Support ticket escalation allows for escalation and notification of support tickets that are approaching, or outside of an SLA agreed response time. This is a highly configurable part of the system. Severity based SLA adds an extra level of custom...

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By OpenCRM Online

March 7, 2023

How do I update a customer by email regarding their HelpDesk ticket?

There are two ways to email from a HelpDesk ticket: 1. Manually From the Detail View of a ticket click the Email button this will load the normal email module with a default Helpdesk email template. You can specify which template to use under Add...

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By OpenCRM Online

March 7, 2023

How can I create Email Templates in OpenCRM?

Email Templates - An Overview Administrators and System Configurators are able to create, edit, duplicate and delete Email Templates. In order to access the Email Templates go to Settings > Communication Templates > Email Templates Here you c...

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By OpenCRM Online

March 7, 2023

What are Email Plans in OpenCRM? (Overview)

  This FAQ explores the various options for creating and sending emails on a pre-defined schedule. Known as Email Plans in OpenCRM-speak. This FAQ will cover:  Email Plans - an Overview Adding a PDF to your Email Plan Using Email Plans for Events ...

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By OpenCRM Online

February 19, 2024

How can I get started with the Helpdesk in OpenCRM?

Helpdesk - an Overview Using the Helpdesk module you can record Support tickets in OpenCRM. These may come in via email, telephone or via your customer portal. Once tickets are logged in OpenCRM, you can do any of the following: Record your respon...

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By OpenCRM Online

March 7, 2023

HelpDesk Quick Start Guide

Different types of ticket / contract There are 3 different type of Helpdesk ticket/contract. Ad Hoc Tickets All chargeable time accrued against the ticket will be billed. To set up a ticket of this nature. Link your contact and company and then th...

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By OpenCRM Online

March 7, 2023

Configuring Helpdesk to work with multiple Support email addresses.

Our Helpdesk is designed with the ability to use multiple support email addresses and to set SLA response times based on these values. As an example, you may offer basicsupport @... with an SLA time of 8 hours, support @... with an SLA time of 4...

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By OpenCRM Online

March 7, 2023