Open Service Ticket

Understanding Open Service Tickets.

“Open service tickets” typically refer to unresolved or pending requests or issues that have been logged by customers or users with a service provider or support team. These tickets represent specific problems, questions, or tasks that need attention and resolution.

 

Adding Open Service Tickets.

Adding a new service ticket in Open Service in AntMyERP is easy! You just need to put in their important info into one place. 

Navigate to the Left Menu > Service > Open Service 

Lands on Open Service ticket page, here you can see the listing page 

Of Open service tickets.

 

Creating Open service ticket from the Creation Page

Navigate to the Left Menu > Service > Open Service 

Click the + Icon (Add Service Ticket) button on the top right corner of the page.

Enter all mandatory fields along with all the details of your customer which you want to

 create a service ticket.

After entering all the details, click Save.

Productivity Tool: You can add service ticket from the Quick Add directly

Note: AntMyERP allows users to create duplicate service tickets for the same product or customer entries, but it provides a warning message when attempting to do so. This warning informs the user that the serial number or call has already been logged and asks if they still want to re-log the information.

 

Mass Update Open Service Tickets

The Mass Update feature in Open Tickets allows users to make bulk updates to multiple tickets simultaneously. This feature is particularly useful when there are several tickets that require similar changes or updates.

Navigate to the Left Menu > Service > Open Service 

You will lands in Open Service Listing Page

On the Top Left Menu Click to Checkbox of Heading click display the Option –

 

Mass Update 

Open Service ticket Click on Left Menu > Check Box 

Select Option Mass Update here user can select multiple tickets to update ticket status.

Mass Update in tickets effect for fields like Priority, Due Date, Assignee, Status and Coordinator.

Ensure that all the fields are mapped and filled correctly while adding Mass Update.

Click on Save.

All your open tickets are updated as per the added mass update in tickets.

Productivity Tool: You can add Mass Update open service tickets to update tickets in Bulk.

Note: You add mass update 50 numbers of open tickets at a time.

 

Stop Timer

Open Service ticket Click on Left Menu > Check Box 

Select Option Stop Timer here user can select multiple tickets to update ticket stop timer.

To prevent Open tickets SLA (Service Level Agreement) breaches caused by Stop timer feature.

Ensure that all the fields are mapped and filled correctly while adding Stop Timer..

Click on Save.

All your open tickets are updated as per added stop timer in tickets.

Productivity Tool: You can add Stop Timer in open service tickets to update tickets in Bulk.

Note: You add Stop Timer 50 numbers of open tickets at a time.

 

Upload Report

Open Service ticket Click on Left Menu > Check Box 

Select Option Upload Report here user can select multiple tickets to add Service Report.

Ensure that all the fields are mapped and filled correctly while Upload Report.

Click on Save.

All your open tickets are updated as per added upload report in tickets.

Productivity Tool: You can Upload Report in open service tickets in Bulk.

Note: You add upload Report 50 numbers of open tickets at a time.

 

Exporting / Downloading Open Service Tickets.

Navigate to the Left Menu > Service > Open Service 

You will land in the Open Service Listing Page.

Now go to the Top Right Menu navigate to Download as well Excel Button.

All your customers are Exported from your AntMyERP to CSV. as well excel file

Note : Export / download can be done only by the users who have the permission from admin.

 

View Open Service Tickets

Navigate to the Left Menu > Service > Open Service 

You will land in the Open Service Listing Page.

Locate the Open Service ticket list click on the Service ticket number you can view the ticket.

Note :You can click on individual ticket numbers to access detailed ticket information.

 

Editing Service Tickets

Navigate to the Left Menu > Service > Open Service 

You will land in the Open Service Listing Page.

Locate the Ticket number in the Open service list with the help of Live Search and click on the View option from the Action dropdown menu. 

Alternatively you can Right Click on the ticket whom you want to Edit.

Make the necessary changes to the customer details.

Save the updated information.

 

Deleting Service Ticket

Delete Service ticket is not possible in AntMyERP.

 

User Permission:

To view the Open Service Ticket in AntMyERP, users need to have the Permission

“Open Service Ticket Report”.

 

Partner Management

Understanding Partner Management

Partner management involves establishing a collaboration with a vendor where they provide support, maintenance, and spare parts for our customer devices by mapping customer devices to the vendor and ensuring they provide necessary assistance through visits and maintenance services.

 

Managing Partner Management

For Partner management please make sure you enable the below points

Issue a detailed Contracted Visit Purchase Order.

Vendor Portal should be Active

Map relevant device(s) to the vendor in the system.

For more information please check the help docs for Purchase order for Visit and  Device Mapping.

Then add the Account manager for this vendor As Manage by following the below steps,

Navigate to Left Menu > Purchase > Vendor

You will land on Vendor Listing Page

Search the vendor you want to add Manage by and click on Action> Edit.

Go to Manage by Field and add the name of the employee who is the account manager for this vendor. You Can Add multiple employees. Please make sure that the employee must be added to the Team of AntMyERP.

 Click on Save and exit.

 

View Partner Management Report

To view the Mapped device details of the vendors,

Navigate to Left Menu > Service> Report >Partner Management.

You will land on the Partner Management Report.

You can View the Managed by, Partner name and no of the Products.

Click on the number of digits of no of the product, and the details of the devices will open

You can download the same by clicking on the Download icon on the top right hand corner.

 

Goal Management

Understanding Goal Management

Goal Management is where the company’s management sets specific goals for its employees. As the super admin, the user from the management team can view the performance reports of the team members for insights and then make informed decisions on how to proceed with the planning.

 

Settings

Navigate to Settings > Sales.

Check the Goal Management box under the Sales Preferences tab.

Click on Update.

 

Permissions

Navigate to Settings > User Roles.

Select the employee you want to give Goal Permissions to and scroll to the right.

Select Edit option from the Action dropdown menu.

Go to the Permissions tab.

Press Ctrl+F and enter the word Goal. Enable all the permissions related to the goals.

Click on Save.

 

Setting a Goal

Navigate to Left Menu > CRM Sales > Goal Management.

Click on the plus button from the right hand side which says Add Set Goals.

There is a plus button beside the Value column. You can add multiple goals by clicking on it.

Click on Save.

Note: There is a checkbox Add My Goal to HOD Goal. By checking this box, the user can add the goals of the employee to his/ her manager’s goals. In the event that the box is checked, a field to enter the HOD’s name will also appear.

The goals can be edited from the Index page by clicking on the Action icon beside the name of the employee.

Note: You can also create a lead through Quick Add.

 

Goal Reports

Goal Reports allow you to keep track of your employees’ targets.

The goal reports can be seen under the Goal Management dropdown. There are five different kinds of goal reports.

To reach there, click on Goal Management> Reports> Required Report from the options. The various reports are described below.

 

Goal Report

Shows the overall goal report of the employee. This is downloadable. 

 

Target vs. Achievement

Click on the search icon and enter the mandatory fields to get the report for the desired employee. 

Once the user clicks on the Search button, it will represent the report in both tabular and graphical format.

 

Goal Type

This report shows the graphical representation of the Target vs. Achieve (Value) report and Target vs. Achieve (Number) report.

 

Industry Vertical All in One

The performance of all employees based on the percentage achieved with respect to the target is reflected in this report. It is represented in graphical format.

 

New Customer Report

This report reflects the customers who were billed for the first time in that particular year.

They might be recurring but will not be shown in this report after that year.

 

Feasibility

Understanding Feasibility

Feasibility studies are conducted by certain industries to assess the viability and practicality of implementing the service or products or in a specific location.

 

Settings

Navigate to Settings > 3rd Icon from the Menu > Sales.

Under the Sales Preferences tab, check the box  of Service Feasibility

Click on Update.

 

Adding a Feasibility

The user needs to ensure that the lead is created in the system for creating a feasibility  

Navigate to the Left Menu > CRM Sales > Feasibility.

Click the + Icon button on the top right corner of the page.

 

Creating Feasibility from the Creation Page

Navigate to the Left Menu > CRM Sales > Feasibility.

Click the + Icon button on the top right corner of the page.

Enter all mandatory fields along with all the details of the feasibility

After entering all the details, click Save.

Note: After saving the Feasibility Branch and the Feasibility Ticket tabs will be visible

 

Adding Feasibility Branch

Adding a customer branch for feasibility in AntMyERP. You just need to put their important info into one place. You can add any number of customer branches for the feasibility.. Here’s what you do.

You can add customer branch in two ways

Adding Customer Branch from the Feasibility Branch

Importing Customer Branch

Creating Customer Branch from the Feasibility Branch 

Navigate to Left Menu > CRM Sales > Feasibility  

You will lands in Feasibility Listing Page

Locate the Feasibility in the list and click on the Edit option from the Action dropdown menu. Alternatively you can Right Click on the feasibility of which Branch you want to add by clicking Edit.

You will lands in Feasibility Page

Click on Feasibility Branch

Click the + Icon button on the top right corner of the page.

Check mark the branch which requires the feasibility survey

After the branches are added, feasibility tickets are automatically generated

After marking, click Save.

 

Importing Customer Branch for Feasibility

Navigate to Left Menu > CRM Sales > Feasibility  

You will lands in Feasibility Listing Page

Locate the Feasibility  in the list and click on the Edit option from the Action dropdown menu. Alternatively you can Right Click on the feasibility of which Branch you want to add by clicking Edit.

You will lands in Feasibility Page

Click on  Feasibility Branch

On the Top Right Menu navigate to Down arrow key > Import Branches.

Read Instructions and Click Download Sample File ( CSV. ) for your reference by clicking sample file.

Ensure that all the fields are mapped and  filled correctly while adding your Customers Branch

Now go to the Top Right Menu navigate to Down arrow key > Import Branches.

Click on Upload Customer Branch and select the file to be imported. 

Click on Save.

All your customer Branches are imported for the feasibility to transact.

After the branches are added, feasibility tickets are automatically generated

Note: You can upload 50 branches at a time. Only CSV. file is supported

 

Feasibility Tickets

Navigate to Left Menu > CRM Sales > Feasibility  

You will lands in Feasibility Listing Page

Locate the Feasibility in the list and click on the Edit option from the Action dropdown menu. Alternatively you can Right Click on the feasibility of which Branch you want to add by clicking Edit.

You will lands in Feasibility Page

Click on Feasibility Tickets

Feasibility tickets are generated as per the branches added or marked and the necessary details added in the Feasibility form.

Execute the feasibility tickets as per the Service ticket. Please refer Service Ticket Process.

For Pass: The ticket is resolved by the technician or Engineer, feasibility ticket will reflect in the Pass 

For Fail: The ticket needs to be canceled via web portal, feasibility ticket will reflect in Fail

Permission: Keep in mind that this action requires permission, so users need to have the right authorization to make a customer active or inactive.

 

Competition Analysis

Understanding Competition Analysis

Competition Analysis in AntMyERP deals with analyzing the reasons why a lead is lost. This helps the user to plan better for the future by positively addressing the things they might have missed on the first go.

 

Settings

Navigate to Settings > Sales.

Under the Sales Preferences tab, check the box Competition Analysis.

Click on Update.

 

Adding Competition Analysis

The user needs to work on the existing leads for analyzing competition.

Navigate to Left Menu > CRM Sales > Leads.

All the leads created would be visible on the index page.

Right click on the name of the lead which you have lost.

From the options that appear, click on Lost.

A Lost Details window will pop up. Fill in all the details.

Click on Save.