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Documentation Series

Learn About VISP App Dashboard

Service Desk

It’s no secret: subscribers love customer service that’s fast and efficient. But there’s always that big question of exactly how you can provide excellent customer service without getting frazzled or having to spend a ton.

With the Service Desk feature, it’s streamlined and built right into your billing and management software.

Swiftly issue Tickets
When a subscriber calls you to report an issue (need for installation, repair, etc), you can immediately create a ticket, and assign or schedule a technician to fix the problem.

Schedule
While adding a ticket, just click schedule, and it will be automatically assigned in the Service Desk for easy task management.

View your Tickets and Schedule
The Service Desk organizes them neatly. Simply click on the service desk icon on the left navigation bar to open the manager. Here, all your recorded tickets are organized in table form, and you can add, edit, or close them. 

Service Tickets

You can create a new ticket by opening a subscriber profile and clicking on the plus sign in the Tickets category.Service Desk - Visp App

You can also create a ticket and assign it to a subscriber by clicking on the plus sign in the upper right corner of the window. Select Open Ticket in the pop-up menu.

To access the Service Desk, click on the support icon in the left sidebar of the VISP. You will see a page with the following header: Kanban, Calendar, and List.Service Desk - Visp App

The Kanban Board

This shows the different tasks and service tickets in different stages of progress or completion. You can sort the view according to priority, by the technician, or according to the status of the tickets.

Service Desk - Visp App

The Calendar

ISP owners or Managers have the ability in the VISP to schedule a fixed or a flexible date and time on tickets. Scheduled tickets are displayed on the calendar with additional information about the task as well as the assigned technician.

Service Desk - Visp App

The List

The last category in the set is called List. Aptly so, it contains a list of all the service tickets created (opened), assigned, and resolved by managers and technicians.Service Desk - Visp App

You can sort tickets by priority and arrange them by columns. You can also attach files or images to the tickets.

1. Send Service Ticket Emails

To send email notifications or replies to your customers’ service tickets, first enable the Email option in the Messaging Service. Click on the Pencil icon and toggle Enable Email In the Email From Options field, enter an email address following this format:…

2. Ticket Types

For UBO or desktop (Java) version, refer to this link. Creating templates for common types of service calls can streamline the time it takes to create and resolve tickets for your subscribers. Here’s how to add a new Ticket Type: Go to Main Menu > Ticket Types….

3. Create and Schedule a Ticket

You can create a new ticket by opening a subscriber profile and clicking on the plus sign in the Tickets section or by clicking on the plus sign in the upper right corner of the window. Here’s how to create a new ticket: Type: Select a ticket an available ticket…

7. Service Desk

It’s no secret: subscribers love customer service that’s fast and efficient. But there’s always that big question of exactly how you can provide excellent customer service without getting frazzled or having to spend a ton. With the Service Desk feature, it’s…

8. Parts of a Ticket

To add tickets to a customer, follow these steps: Click on the plus sign In the Subscriber field, type the ID or name, email, or phone number of the customer. Alternatively, you can go to the subscriber’s list Select a subscriber. Click on the plus sign in the Tickets…

9. Add or Edit Ticket Types

To add or edit the Ticket Types or templates added in VISP Go to the menu. Click on CRM. Go to Ticket Types Select a Ticket Type or Click on Add to create a new one. Add a label in the Ticket Type field. Setting up Your Ticket Type Add a summary. Once the CRM feature…
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