Services

A lightweight service desk: customers, suppliers and staff raise support tickets; a staff member picks one up and holds a conversation with the requester right on the ticket, then closes it with a solution that becomes reusable know-how. A familiar issue-tracker experience, in miniature.

Where you find it: the Services sidebar group. Bundled in Logistics and Professional Services.

What you can do

Tickets

A ticket is one issue or request. You fill in:

• Subject and a Description (the initial request).
• The requester: a Customer or Supplier (if they are on file), or just a contact name / email for anyone else, classified by Requester type (Customer / Supplier / Employee / Other).
• Priority (Low / Normal / High / Urgent - defaults to Normal) and Category (Question / Incident / Problem / Feature request / Other).
• Assignee - the staff member who owns the ticket. A staff member self-assigns by picking themselves here; their assigned tickets then show up under My Tickets.

Automatic: the ticket number (e.g. CASE0000000001) is generated the moment you create the ticket; the status starts at New; the opened date is yours to set.

The conversation (chat). Instead of a line-items table, a ticket shows its messages as a chat thread with a box to type a new message. Each bubble shows who wrote it and when; your own messages sit on one side, the other party's on the other. Tick Internal note to post a memo that stays inside the company (tinted differently, badged Internal) versus a reply meant for the requester.

Status lifecycle (the pill in the title bar):

• New - just created, not yet triaged.
• Confirmed - triaged and accepted.
• In Process - a staff member is actively working it.
• Author Action - waiting on the requester to respond.
• Closed - resolved, with a solution recorded.
• Cancelled - rejected / won't-do.

Who works tickets. The module ships an Agent role. An administrator assigns it to the staff who handle the desk; anyone holding it (administrators always do) picks up the triage and work tasks below from their Inbox. Without the role a person can read tickets but cannot claim a task.

The flow (starts automatically when a ticket is created; tasks land in the Agent group's Inbox):

1. Triage - an agent reviews the ticket and either confirms it or rejects it. Assignment is separate: any agent can set the Assignee on the ticket form (typically themselves), which also puts the ticket on that agent's My Tickets.
2. On confirm the ticket becomes Confirmed, then In Process while the agent works and converses via the chat.
3. From the Work task the agent can Resolve, Request info (-> Author Action), or Reject (-> Cancelled).
4. Author Action really waits. After Request info the flow parks - there is no open task while the ball is in the requester's court. The moment the requester posts a chat reply (an Internal note does not count), the ticket flips back to In Process and a fresh Work task appears in the Inbox - the agent gets the ticket back exactly when there is something to act on.
5. Resolve opens a task to write the Solution, and the ticket closes.

SLA watch. Two timers run alongside the tasks: a ticket left untriaged for 1 day, or a work stint open past 3 days, stamps the ticket's Escalation field with SLA BREACHED (visible in the ticket list and on the ticket). The task itself stays in the Inbox - the stamp is a flag for the team lead, not a punishment.

Printing

Tickets print to a branded standard layout. Open the document and use Print to view it or save it as PDF; the template lives under Documents and can be customised per company. See how printing works for the shared mechanics. Tickets print in Bulgarian or English — the Print button asks which language you want.

Reports & dashboard

Which tickets count. Volume and workload figures leave out cancelled tickets - a mis-filed, duplicate or withdrawn ticket was never real work. Closed tickets are included everywhere: a resolved ticket is exactly what those figures are measuring. Tickets by Status is the exception: it shows every ticket, each status in its own row.

• All Tickets - every ticket with its requester, priority, assignee and status.
• Open Tickets - tickets not yet closed or cancelled; also an Open Tickets count tile on the dashboard.
• Tickets by Status / Priority / Category - counts by each (Category shows as a dashboard list tile).
• Tickets by Assignee - ticket counts grouped by the agent who owns them, for workload balancing.
• Solutions Knowledge Base - closed tickets and their solutions, for reuse on similar tickets.
• Monthly Tickets - tickets opened per month (bar chart).

Settings

Under Settings: the Ticket Statuses, Ticket Priorities, Ticket Categories and Requester Types pick lists (statuses, priorities, categories and requester types are translated to Bulgarian).

Shipped data

Nomenclature seeds (statuses, priorities, categories, requester types). The optional demo-data companion ships 5 sample tickets with a 13-message conversation history for trials and screenshots.