CRM TICKET SYSTEM - Intellect InfoTrade

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“Ticketing system help you find issues,Analyze them deeper, and identify theRoot causes of problems that affectYour business productivity”.CRMTICKETSYSTEMINTELLECTINFOTRADE PVT LTD.

INTRODUCTIONThis SOP is documentation of CRM ticket system which will helps you how to use CRM ticketsystem such as raised ticket, export report of open ticket as well as closed tickets, how to makeenquiry for products etc.Ticketing system help you find issues, analyze them deeper, and identify the root causes ofproblems that affect your business productivity.Company: - Intellect Infotrade Pvt Ltd.Version: - 1.0Maker: – Chaitanya PatilChecker: – Sayali Patil.Date of Version: - July 5, 20191

INDEX1. Introduction ---------------------------- 12. CRM Login ----------------------------- 32.1.1.Registration Page ------------------ 32.1.2.Login Page ------------------------- 43. ---------------------------------------- 53.1.User Dashboard ------------------------- 53.2.3.3.3.4.3.5.3.1.1.1. Create Ticket/Generate Ticket --- 53.1.1.2. Open Ticket List ----------- 63.1.1.3. Closed Ticket List --------- 7Process Wise Ticket List -------------- 83.2.1.1. Process 1 Tab ------------------------ 83.2.1.2. Process 2 ------------------- 93.2.1.3. Process 3 Tab -------------- 10E-Cart Part - I & Part – II ----------- 113.3.1.1. Activate AMC -------------- 113.3.1.2. Product List ----------------- 12Report ------------------------------------ 16FAQ --------------------------------------- 172

2. CRM Login – 2.1.1) Registration Page1. For Registration form - type URL in ogin.php).2. Enter following details - “Company Name, Company Address, Contact Person Name,Mobile Number, Email-Id, Department, Password and select checkbox”.3. Click on “Register” button for registration of user.Note : If your company have multiple branches then you have to create multiple user account forcompany based on different branch location.3

2. CRM Login – 2.1.2) Login Page1. For Login form - type URL in your .php)2. Enter following details - “Username and password”.3. Click on “Sign in” button for login user in ticket system.4

3. Dashboard – 3.1) User Dashboard3.1.1.1. Create Ticket / Generate Ticket:You can “generate ticket” by filling following fields in create ticket such as :a) Segment – it should be ACD (Dialer), Telephony (Gateway) & App.b) Sub-segment – ACD (Dialer or CRM), Telephony (GSM Gateway,VOIP Gateway and PRI Card) & App (Mobile, Web and ERP).c) Complaint Type – it should be new requirement, Issue, Notworking, Installation, and Demo & Training.d) Type Of Complaints – Depends on which complaint type you will select.e) Priority – It will auto selectedf) Affected Agent – It Means how much agents facing this issue.g) Description – You have to enter description for your issue/ requirement etc.h) Choose File – You can upload image of the issue you are facing inreal-time.i) Click on “Generate Ticket” To raise ticket.Note: Few Fields are auto-fetched (auto displayed) such as (Company Name, Name, Phonenumber, email-address, Serial no / ticket number and Serial date).Important Note: If your AMC is not activated system will not allow you to raise ticket.5

3.1.1.2. Open Tickets:If you have raised ticket you will able to see your raised tickets withattachment if available in open ticket tab.You can export report list of open ticket by click on “Export Report” Button.6

3.1.1.3. Closed Tickets:You can able to see your closed tickets list in closed ticket tab.You can export report list of closed ticket by click on “Export Report” Button.7

3.2 Process Wise Ticket List:3.2.1.1. Process 1:In process 1 Tab is the first phase of opened ticket.When your ticket is resolved but within 24hr no confirmation from userweather issue has been resolved or not then ticket goes to process 1.8

3.2.1.2. Process 2:In process 2 Tab is the second phase of opened ticket.When your ticket is resolved but within 48hr no confirmation from userweather issue has been resolved or not then ticket goes to process 2.9

3.2.1.3. Process 3:In process 3 Tab is the third phase of opened ticket.When your ticket is resolved but within 72hr no confirmation from userweather issue has been resolved or not then ticket goes to process 3.Once ticket goes to third phase ticket will auto closed.10

3.3.E-Cart I:3.3.1.1. Activate AMCYou can make a request to renew AMC by filling following information suchas (Decision Maker Name, Designation of decision maker, mobile- number,and email-id).Note: Company Name will be auto fetched (Auto displayed).Click on “Renew AMC” to make AMC activation request.11

3.3 E-Cart II:3.3.1.2. Product Details ListIn Product Detail tab you will able to see list of products and there description.GSM Gateway12

E1/ T1 GatewayUnified Telephony13

Conference PhonesIP Phones14

Enquiry Form :You can make enquiry for particular product by click on read more.You will get enquiry form where you have to fill following fields as below:Contact Person NameEmail-AddressMobile NumberNumber of qualityProduct RequiredGateway typeCommentsClick on “Enquire Now” for make enquiry of product.Note: Company Name will be auto fetched (Auto displayed)15

3.4.Report (Export Report)You can export report daily basses, weekly, monthly as well as yearly basses.You have to simply select ticket type: Open, Closed or in process.Select From date and to date.Click on “Export” button to get report.16

3.5.FAQ (Frequently asked questions) :A list of questions and answers relating to a particular subject, especiallyone giving basic information for users.The purpose of an FAQ is generally to provide information on frequentquestions or concerns; however, the format is a useful means of organizinginformation, and text consisting of questions and their answers may thusbe called an FAQ.17

This SOP is documentation of CRM ticket system which will helps you how to use CRM ticket system such as raised ticket, export report of open ticket as well as closed tickets, how to make enquiry for products etc. Ticketing system help you find issues, analyze them deeper, and identify the root causes of

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