Tickets, SLA and knowledge base together
Ticket list and messaging, a ticket portal for external users, SLA rules, source routing, metrics; knowledge-base articles and QDMS quality documents.
Tickets · open
| # | Subject | SLA |
|---|---|---|
| 1042 | Printer not working | 3 h |
| 1043 | Email access | 40 min |
| 1044 | Portal: invoice question | Breached |
Suggested article: “Printer driver”
Highlights
SLA
Response/resolution times by priority.
Portal
External users open and track tickets via a link.
Knowledge
Articles, categories and quality documents.
Screens in this module
8 screens from the ArinOF app, grouped by area.
Helpdesk
Tickets, SLA and routing.
Tickets
Ticket list, messaging, assignment and status tracking.
Ticket portal
Portal where external users open and follow tickets via a link; related knowledge-base suggestions.
Helpdesk metrics
Ticket volume and resolution times.
Ticket SLA rules
Response/resolution times by priority.
Source routing
Routing tickets to teams by source.
Knowledge & quality
Knowledge-base management and quality documents.
KB drafts
Knowledge-base article drafts and publishing.
Knowledge categories
Knowledge-base categories.
QDMS
Quality documents and revisions.
Connected screens
Screens from other groups that this module works with.
- Mail intake
Mail routing
Rules that turn inbound mail into tickets or sales leads.
- Mail intake
Inbound mail
Received emails and processing status.
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