Method:Classic General Q&A

Re: Help Desk Tickets and Tracking

Method_Ashur — Wed, 28 Nov 2012 18:41:51 GMT

See edits below:

The recommended structure for creating and keeping track of Help Desk tickets would be to utilize the Cases and Activities tabs, however customers many a time customize screens/processes to their liking. The Solutions would also be very helpful, you can post internal documents as well as published documents for Customers/Contacts/Vendors/Employees to view through the portal.

When referring to non-licensed users, if you mean User accounts that have been created but not allowed to login, they wouldn't be used for the portal. The portal is used by Customers, Contacts, Employees, and Vendors, but in the QuickBooks sense; not using a Method User account that cannot login.

- Ashur

Re: Help Desk Tickets and Tracking

Method_Ashur — Wed, 28 Nov 2012 18:34:09 GMT

Hi Mike,

When referring to non-licensed users, if you mean User accounts that have been created but not allowed to login, they wouldn't be used for the portal. The portal is used by Customers, Employees, Vendors, and Leads, but in the QuickBooks sense; not as a Method User account that cannot login.

Update: See edits below.

- Ashur

Help Desk Tickets and Tracking

MikeB — Wed, 28 Nov 2012 16:17:56 GMT

What is the recommended setup/structure for setting up a Help Desk ticketing process? Is it by enabling Cases and/or Solutions features? I just want somethign very simple where people could log any tech issues they experience and they could be tracked/addressed.

This would currently apply to licensed Method users, but what other options would also be available for non-licensed users? (I assume a portal?)l