Services & Ticketing Module

The Services Module allows you to seamlessly record any customer issues/inquiries and track them from start to finish. For example, a customer may have received their order, however they did not get the quantity they expected. You can use this module to log the issue, attach any supporting material, and track the handling of the request until it is satisfied.

To access the Services Module:

1. Within White Cup CRM, select the Toolbox menu and click Services. 
    

   

2. The Services Module appears displaying a list of Service cases assigned to you/your organization.
3. Selecting a case from the list opens the Case View screen in which you can perform additional actions.

Create Case

To create a new case:

1. Within the Services Module under the Actions menu, select Create Case.
2. The Create Case screen appears. 
3. Complete the form filling in all required information.
4. When finished, select Create on the top right of the form.

Note: Service Web Forms can also be used to create new service tickets in CRM.

Edit Case

To edit an existing case:

1. Select the case you wish to edit.
2. The Case View screen appears. There are 2 ways you can edit the case:
   • Under the Actions menu, select Edit Case.
   • Within the Case View screen, select the edit () icon on the top right of the screen.

3. When finished editing the case, select Save.

Delete Case

To delete a case:

1. Select the case you wish to delete.
2. The Case View screen appears. Under the Actions menu, select Delete Case.
3. A validation message appears. Select OK to delete the case.

Send Email

The Send Email function allows you send an e-mail to a customer regarding their service case. Sending an e-mail to a customer logs it as an action for the record and is visible to those with access.

To send an e-mail:

1. Select a case from the list of cases.
2. The Case View screen appears. Under the Actions Menu, select Send Email. 
3. The New Message window appears. Enter in the e-mail address, subject, and e-mail body.
4. When finished, select Send. 

Attach A File/Photo

The Attach A File/Photo function allows you to attach a file to a service case. For example, a customer may take a picture of an issue they have with their inventory and send it to you to attach to the record. The attachment is available to view within the files widget in the service record.

To attach a file/photo:

1. Select a case from the list of cases.
2. The Case View screen appears. Under the Actions Menu, select Attach A File/Photo.
3. The screen automatically directs you to the File Upload section. From here you can drag and drop a file into the box, or use the Select Files button to upload a local file.
4. Once uploaded, the file displays in this section as well as in the files pane within the case.

Print Record

The Print Record function allows you to print locally a copy of the opened service record. You can print the record as a whole, or only print certain sections.

To print a record:

1. Select a case from the list of cases.
2. The Case View screen appears. Under the Actions Menu, select Print Record. 
3. The Print screen opens in a new tab on your browser. Select which sections you would like to print under Configuration, then click Print.

Lists

The Lists functionality allows you to create rules-based lists in which users who meet the criteria can access service records. For example, you may want a list specifically to display only Open Service cases. This function allows you to do that.

To access Lists:

1. Within the Services Module under the Actions menu, select Lists.
2. The Service List screen appears displaying all active lists. From here you can create, modify, and delete lists. NOTE: All Services, My Services, and New Services are default lists and can not be deleted or modified.

Create List

To create a new List:

1. Within the Service Lists screen, select New List or use Create List in the navigation panel.
2. The Create List screen appears. On this screen you can build your list by defining the overall criteria. When finished, select Create.
3. Your new list opens displaying all records matching the criteria you set.

Import Services

The Import Services screen allows you to import using a .csv file directly into White Cup CRM. It is recommended that you perform an Export to save locally prior to importing. This provides you with the correct template. To import Services using a .csv file:

1. Within the Services module screen, select Import Services under the Actions menu in the left navigation.

2. The Import from Template screen appears.
3. Select Browse to choose the .csv file you wish to upload.
4. Continue the import steps as listed in the Import Records article.

Export Services

The Services screen allows you to run an export of Services in White Cup CRM to a destination of your choice. To export tasks:

1. Within the Services screen, select Export Services under the Actions menu.
2. The Export Services screen appears.
3. Continue the export steps as listed in the Export Records article.