🎧

Tickets and help desk

Betrieblicher Arbeitsbereich crm_office

Customer support tickets, SLA escalation stages, ticket routing and linking to orders and customer portal.

Ziel & Fachlicher Nutzen: It can also be used to stream customer requests, service messages and service orders. Tickets can be created directly from the customer portal, by e-mail or manually.

⚡ Arbeitsabläufe (6) 📋 Aufgaben & Funktionen (31) ❓ Formularhilfe im Bereich 🛡️ Rechtliche Richtlinien

⚡ Typische Arbeitsabläufe Schritt für Schritt

Other, of a kind used for the manufacture of goods

The following information shall be provided:

Ablaufschritte:

stock

Commodity receipts

Inventory

✓ post_goods_receipt

tour

Tour / further transport planning

Logistics

✓ create_tour

task

Checking / comparing the entry of goods

other tasks

✓ create_task

Quality control in case of suspected defects

Inventory

✓ quality.check.create

ticket

Ticket for complaints in case of defects

Tickets

✓ create_ticket

The Commission shall adopt the following measures:

The following information shall be provided:

Ablaufschritte:

fieldservice

The Commission shall adopt the following measures:

field service

✓ create_service_report

followup

Maintenance plans

Other assets

✓ maintenance. schedule

ticket

Ticket in case of defects/disturbances

Tickets

✓ create_ticket

Refunds

The following information shall be provided:

Ablaufschritte:

ticket

The Commission shall adopt delegated acts in accordance with Article 21 of this Regulation.

Tickets

✓ create_ticket

tour

Planning of the collection tour

Logistics

✓ create_tour

task

Refunds further

other tasks

✓ create_task

External services → accounting

The following information shall be provided:

Ablaufschritte:

fieldservice

The Commission shall adopt the following measures:

field service

✓ create_service_report

task

Follow-up of accounts

other tasks

✓ create_task

ticket

Ticket in case of defects/disturbances

Tickets

✓ create_ticket

Ticket / Passing

The following information shall be provided:

Ablaufschritte:

cascade

Ticket / Passing

Ticket

The following information is provided by the Commission on the basis of the information provided by the Member States:

Ablaufschritte:

new

new

Status of the ticket of the condition machine.

open

Open

Status of the ticket.

in_progress

in_progress

Status of the ticket of the condition machine.

pending_customer

pending_customer

Status of the ticket of the ticket.

pending_vendor

pending_vendor

Status of the ticket of the ticket.

resolved

Resolved

Status of the ticket of the condition machine

closed

closed

Status of the ticket of the condition machine.

cancelled

cancelled

Status of the ticket of the condition machine

📋 Wichtige Aufgaben & Funktionen in diesem Bereich

❓

Formular- & Eingabehilfe in diesem Modul

In allen Erfassungs- und Bearbeitungsmasken dieses Moduls finden Sie an jedem Eingabefeld das blaue ?-Symbol:

Ebene 1 (Kurzhilfe): Ein Klick zeigt sofort Bedeutung, Pflichtstatus und empfohlene Werte an.
Ebene 2 (Erweiterte Hilfe): Ausklappbare Details zu Validierungsregeln, Formatvorgaben und Buchungswirkungen.
Ebene 3 (Prozess-Verknüpfung): Direkter Link zum übergeordneten Geschäftsprozess und den Prüfpunkten.

🛡️ Rechtliche Leitlinien & Compliance

✓ ITIL service operation ✓ The following points shall be added: