How to Log Without Contract Service Call?

 

In this video, we’ll explain how to log a customer’s device that isn’t covered under a contract but still requires service or support.

When a customer calls for assistance, start by going to Quick Add and clicking on Service Ticket. The service ticket form will appear. Then, click on Without Contract.

Even though the device isn’t listed under any existing contract the customer details will already be available in the database. Simply select the customer’s name, choose the branch and assign the employee who will handle the call. Next, select the coordinator and add any team members or seniors in the watch list for visibility.

Choose the problem type from the list and the system automatically fills in other details. You can also add special instructions for the engineer and choose a reporting tag if needed.

When customers describe the issue, they’ll usually mention product details such as brand, model and problem type. Select the correct product from the master data for proper assessment. Enter the serial number and if the visit involves charges, include the visit fee and select the applicable tax.

If an SLA (Service Level Agreement) applies then choose it from the dropdown otherwise select Not Applicable. Once all details are filled then click Save and the system will instantly log the call.

You can then view the ticket number in Open Service. The system clearly indicates whether the device is under contract or without contract.

This feature ensures every customer, even those without active contracts, can still receive timely service and proper tracking.