Support Dashboard

Overview

The support section lets the admins manage client tickets, replies, queries etc. from one single dashboard.

View maximum ticket replies

To view the details of a ticket:

-        Go to app’s Home page. 

-        Under the Support tab, click on Top 20 – Maximum number of replies in a ticket.

Ticket Details

-        Click on the ticket number in the ticket detail column.

This will open the ticket details section, the admin can view details like ticket number, subject, ticket type, root cause.

Here, the admin can do the following:

1. View Chat

The admin can see the chat conversation with client by clicking on the view chat option available on the upper right corner of the screen. Here, he will also find the option to Start Chat. On clicking it, it will take him to the post reply section.

2. Post Reply

To post a reply on a ticket:

-         Click on Post Reply tab.

-         Here, fields like message box, cc and bcc are disabled.

-         To edit a reply the admin will have to click on 'Click here to edit reply form'.

-         This will open a reply form window. Edit the message body and add any email in cc or bcc, if available.

-         After making necessary changes click on ‘Save & Proceed to reply’ button.

-         Attach files, if any. The admin can add multiple attachments using the + icon. 

-         Select the ticket status from the drop-down.

-         Click on Post Reply.

3. Post Note

To add a note:

-         Click on Post Note tab on the Ticket Details section.

-         Click on ‘click here to add a note’ button.

-         Write your message and save.

4. Show Services

Through this section, the admin can view all the services taken by the client. On clicking on any product/service or domain, all details of the service will be displayed.

5. Task Change Management 

From here, the admin can view any request action/intervention from higher authority in absence of proper rights/permissions necessary for issue resolution. 

View Client Summary

-         Click on the client name in front of the ticket detail.

-         This will open a new section with details of the client – Client ID, Client Balance, Name, Company Name, Username, Email ID, Mobile Number, Address, City, State, Country and KYC Status.

The admin can further perform the following functions from the client dashboard:

1. View and update client Profile

2. View and Update Product/Service Details

3. View and manage Domains

4. View Invoices

5. View and manage client Orders

6. View and manage client Receipts

7. View and manage client Ledger

8. View and manage client Ticket

9. Create a new Ticket

1. View and Edit Client Profile

On the top right hand side corner of the Client Summary page, click on the overflow icon. Like shown in the below screenshot:

Open

- Click on Profile from the available list of actions.

- This will open the client profile section with client details in editable form.

- The admin can edit the username, email ID, first name, last name, password, mobile number, landline number, company name, and client status.

- Click on Update to save the changes or cancel to go back to the client dashboard.

2. Products/Services

-         Select Product/Services from the available list from the overflow menu. (See first screenshot)

-         This will open the list of all products and services of the client.

The details are displayed in the following sequence - Product/Services Details - Amount. He can also see the status of the service whether Active or Terminated and billing cycle of the service.

Click on the arrow against Registration Date, to view more details of the service.

Update Billing Cycle

- On clicking on a service, the complete details of the service will be displayed.

- From here the admin can select the billing cycle too. Click on update to change the billing cycle of the service.

Generate Invoice

- Select the checkbox against any service for which you want to generate invoice. Multiple services can also be selected for generating invoice.

- Click on Generate Invoice.

Filter/ Reset Data

To filter the Product/Service details, click on the Filter option given at the end of the list.

- You can filter the data based on various parameters – Venture Type, Status and Billing Cycle.

- Select Apply Filter once you select the parameter(s).

To reset the details, simply click on Reset button.

3. Domains

-         Select Domains from the available list from the overflow menu. (See first screenshot)

-         This will open the list of all domains of the client.

On clicking on domain tab on the client summary dashboard page, the details of the domain can be seen.

To view the details of the domain, click on domain.

Here, the complete service details of the client can be seen like service name, registration date, next due date, billing cycle, status, first payment method, renewal amount, nameserver details, registrar. The admin can further transfer, renew or register domains from here.

Update Billing cycle

- On the domain details page, you will find the option to update the billing cycle of the domain.

- Select the required billing cycle from the drop-down and click on Update.

He can filter the domain detail on the basis of registrar, status, and venture type.

Generate Invoice

- On the Domains listing page, select the check box against any domain.

- Click on Generate Invoice.

Filter/ Reset Data

To filter the Domain details, click on the Filter option given at the end of the list.

- You can filter the data based on various parameters – Registrar, Status and Venture Type.

- Select Apply Filter once you select the parameter(s).

To reset the details, simply click on Reset button.

4. Invoices

- Click on invoice from the available list of actions from the overflow menu icon. (See first screenshot)

- To view the complete detail, click on the invoice number.

- This will open the complete invoice – invoice number, date and due date, as well as description of goods, sub-total, tax applied and total. Click on the arrow to view more details of the invoice.

- Click on download PDF to download the pdf.

- To view the details of the receiver, click on Details of Receiver (Billed To). Here, you will find the details of the receiver.

In case of any unpaid invoice, admin can also find the option to PAY NOW.

Cancel Invoice

To cancel an invoice, click on the checkbox adjacent to the invoice number, and click on Cancel Invoice button. You can cancel multiple invoices at a time by selecting more than one Invoice.

Filter/Reset Invoice

To filter the invoice, click on the Filter option given at the end of the Invoice detail section.

- You can filter the invoice based on various parameters – Invoice number, description, Invoice Date, Due Date, Invoice Status.

- Select Apply Filter once you select the parameter(s).

To reset the Invoice, simply click on Reset button.

5. Orders

The admin can view the order details of a particular client.

- Click on Orders from the available list of actions from the overflow menu present on the client summary page. (See first screenshot)

- Here, the admin can view the order detail and order amount related to the particular client. He can also see the due date from here. Click on Due date arrow to view more details.

View the order details

- Click on the Order number.

- The admin can see various items under the particular order along with their description, and status.

- Click on Client Information tab to open it - here, you will find quick information related to the client.

- Click detail description tab to expand it. Here, you can add any discount to the order.

- The admin can Approve, Save, Verify or Cancel any order from here.

- The admin can add delivery for any item by clicking on the delivery button.

Filter/Reset orders

The admin can filter the order based on various parameters – Order number, Order date, Due date and Order status.

Click on reset to remove any previously applied filters.

6. Receipt

The admin can view and create new receipts for a particular client.

- Click on the Receipt option from the available list of actions from the overflow menu on the client summary page. (See first screenshot)

- Here, you will find the receipt detail and receipt amount. Click on Receipt date and time to expand its details and view transaction ID, Payment method and PG Fee.

- Click on a Receipt number to download it.

- Click on the edit icon located in front of a receipt number to edit the receipt details like – transaction ID, Receipt date, amount, description, payment method, PG no, PG fee and invoice number.

Filter/Reset Receipts

- Click on Filter button to filter the receipts based on various parameters like – Receipt number, Receipt description, receipt amount, PG transaction number, PG transaction ID, Payment mode and Venture Type.

- Click on Apply Filter to make the changes.

Click on Reset button to remove any filters from the data.

Add New Receipt

On the Receipt detail section, you will find an overflow menu with two options – Home and Add New Receipt. Like shown in the screenshot below:

Open

- Click on the add new receipt to add a new receipt in the data.

- This will open a new form.

- Enter the transaction ID, description, receipt date, invoice number, amount, PG fees and PG number.

- Select the payment method.

- Click on Save.

7. Ledger

To open Ledger, select Ledger from the available list of actions from the overflow menu present on the client summary page. (See first screenshot)

- Here, you can see the Debit Amount, Credit Amount and Balance of the client’s account.

- He can also see the ledger detail and balance list.

Here,

- Click on the receipt number to download its PDF, alternatively, a PDF button is provided in front of every ledger entry.

- Clicking on an Invoice number will open the invoice detail. It can also be downloaded using the Download PDF button.

Add New Transaction

The admin can add any ledger transaction from this section.

- Select Add New Transaction from the overflow menu on the Ledger Details page. Like shown in the screenshot below:

- This will open a new form.

- Select the Transaction Type, Transaction Category, Date, Transaction ID, Invoice number, Amount, transaction description and payment mode.

- Click on Save.

8. View Ticket

The admin can view all the tickets associated with the client by simply selecting Ticket from the available options in the overflow menu. (See first screenshot)

9. Create Ticket

The admin can create a new ticket by selecting Create New Ticket from the overflow menu icon on the top right of the Client summary page. (see first screenshot)

-           Select the venture.

-           Select the ticket type.

-           Select the client ID or the username.

-           Select the department. 

-           Define the ticket subject and mention email IDs if any. 

-           Select service.

-           Select ticket priority – Low, Medium, High.

-           Define the message.

-           Attach files, screenshots or images, if any. Add multiple attachments using the + icon provided. 

-           Click on Save. 

10. Reset Client Password 

-         Click on Reset Client Password on the client summary page.

-         This will send a temporary password on the client's registered email ID. The customer can then login using this password and later change it.

Queried Client 

-         Go to Home page of the app. 

-         Click on Maximum Queried Client in the Support tab.

View Client detail

The admin can also view the client info from here. Alternatively, the admin can search for any client using the smart search feature of the app. 

-         Click on the client ID and name to open its details. 

From the client details section, the admin can do the following things:

Reset Client Password 

-         Click on Reset Client Password. 

-         This will send a temporary password on the client's registered email ID. The customer can then login using this password and later change it.

View Ticket

-         Click on Tickets button.

-         This will open top tickets raised by the particular client.

Create Ticket 

The admin can create a new ticket from here for the particular client. Click on the overflow menu icon on the top right corner of the tickets list screen. From here, select Create Ticket.

-           Select the venture.

-           Select the ticket type.

-           Select the client ID or the username.

-           Select the department. 

-           Define the ticket subject and mention email IDs if any. 

-           Select service.

-           Select ticket priority – Low, Medium, High.

-           Define the message.

-           Attach files, screenshots or images, if any. Add multiple attachments using the + icon provided. 

-           Click on Save. 

Ticket generated by Client 

The admin can see the client info and no. of tickets raised by him. 

-           Go to Home page of the app.

-           Click on Maximum ticket generated by client section in the support tab. 

View client detail

The admin can see the client detail from this section who has raised the tickets. Alternatively, the admin can search for any client using the smart search feature of the app. 

-           Click on the client ID and name.

-           This will open the client summary section.

Here, the admin can do the following:

Reset Client Password 

-        Click on Reset Client Password. 

-        This will send a temporary password on the client's registered email ID. The customer can then login using this password and later change it.

View Ticket 

The admin can view the top tickets raised by the particular client.

-        Click on Ticket button.

-        This will open top tickets of the client. 

Create Ticket 

The admin can create a new ticket from here for the particular client. Click on the overflow menu icon on the top right corner of the tickets list screen. From here, click on Create Ticket.

-         Select the venture.

-         Select the ticket type.

-         Select the client ID or the username.

-         Select the department. 

-         Define the ticket subject and mention email IDs if any. 

-         Select service.

-         Select ticket priority – Low, Medium, High.

-         Define the message.

-         Attach files, screenshots or images, if any. Add multiple attachments using the + icon provided.

-         Click on Save. 

Ticket SLAs 

The admin can see the ticket detail and client info from this section. 

-        Go to Home page of the app.

-        Click on Maximum ticket generated by client section in the support tab.

Ticket Detail

To view the details of a ticket:

-        Click on the ticket number in the ticket detail column.

This will open the ticket details section, the admin can view details like ticket number, subject, ticket type, root cause.

Here, the admin can do the following:

View Chat

The admin can see the chat conversation with client by clicking on the view chat option available on the upper right corner of the screen. Here, he will also find the option to Start Chat. On clicking it, it will take him to the post reply section. 

Post Reply

-        To post a reply on a ticket:

-         Here, fields like message box, cc and bcc are disabled.

-         To edit a reply the admin will have to click on 'Click here to edit reply form'.

-         This will open a reply form window. Edit the message body and add any email in cc or bcc, if available.

-         After making necessary changes click on ‘Save & Proceed to reply’ button.

-         Attach files, if any. The admin can add multiple attachments using the + icon. 

-         Select the ticket status from the drop-down.

-         Click on Post Reply.

Post Note

To add a note:

-         Click on Post Note tab on the Ticket Details section.

-         Click on ‘click here to add a note’ button.

-         Write your message and save.

Show Services

Through this section, the admin can have a quick look of all the services associated with the client. On clicking on any product/service or domain, its details will be opened.

Task Change Management 

From here, the admin can view any request action/intervention from higher authority in absence of proper rights/permissions necessary for issue resolution. 

View Client Summary

-        Click on the client name in front of the ticket detail.

-        This will open a new section with details of the client. 

To view the complete functionality of Client Summary section, click here.

Filter Tickets 

The admin can filter the tickets to view more specific information. 

-         Click on Filter option given at the lower left corner of the ticket detail.

-         Select the suitable radio button from - today, weekly or monthly.

Refresh

The admin can refresh tickets to see the latest and updated tickets, through the refresh option provided in all sections.