An Issue is an incoming query from a Customer, usually via email or from the Contact section of your website.
Tip: A dedicated support Email Address is a good way to keep track of incoming queries. For example, you can send support queries to OneOfficeERP at email@example.com and it will automatically create an Issue in our system.
To access the Issue list, go to:
Home > Support > Issues > Issue
Before creating and using Issues, it is advised that you create the following first:
Every Issue will have a Time to Response and Time to Resolve within which the Support team has to Respond and Resolve the Issue.
The Priority can be changed to escalate the Issue. The priorities need to be specified in the Service Level Agreement.
If needed, the Service Level Agreement can be reset by clicking on the Reset Service Level Agreement button in Issues shown as follows:
Mins to First Response: Time in minutes from when the Issue was created to when the first reply was sent.
First Responded on: When a Support team member first replies to the issue, first response date and time will be updated.
Average Response Time: The average time taken to respond to the Customer. This is calculated by taking the average of all time spans between Received and Sent Communications. This field will be updated on every reply sent to the customer.
User can filter the issues based on these fields linked to the Issue:
Opening Date: When the issue is created or logged the date be posted.
Opening Time: When the issue is created or logged the exact time will automatically be posted.
Resolution Date: When the user resolved the issue, Date and Time will get updated in this field.
Resolution Details: User can enter the details of the issue, once it is resolved. This is a text field. Also, user can upload the image, enter or create a table.
Resolution Time: Total time taken to close the ticket (from Issue creation to closing).
User Resolution Time: Many times a user has to wait for a customer's reply in order to solve some Issue. While measuring User's productivity this wait time shouldn't be taken into consideration. Hence, user resolution time is the total time taken by a user to close the ticket and can be calculated as:
Resolution time - Total Time for which the user had to wait for a customer's reply
The Resolution Time and User Resolution Time metrics are set on "Close". These metrics reset automatically when the Issue reopens or splits.
Via Customer Portal
If the Customer raising the Issue is a Website User (no access to modules), this checkbox will be ticked to indicate that.
4. After Saving
4.1 Add Comments
Once the Issue is registered, support team Users can add comments for the issue. This field is editable. Comments in Issues are for internal discussions and will not be visible to the Customers.
4.2 New Email
Users can compose an email to the person that has raised the Issue. All the mails (received as well as sent) can be seen in a thread in the Issue.
4.3 Discussion Thread
The email discussion thread in an Issue maintains all the emails which are sent back and forth against this Issue in the system so that you can track what transpired between the sender and the person responding.
When a New Email is sent from your mailbox, an automatic reply is sent to the sender with your message and the Support Ticket Number.
The sender can send additional information to this email.
All subsequent emails containing this Issue number in the subject will be added to this Issue thread.