The Contacts menu allows you to store and process information about users, user companies and equipment in the system.
To begin with, let's familiarize ourselves with the terminology:
1) User - a person who has access and the ability to work in the system depending on the type of access. Each user has his/her own personal account.
2) Contact - contact information of the user. Some fields such as e-mail and name are mandatory. If the user has applied through a connected messenger or social network channel, the contact is formed based on the information received from the channel.
3) Group (of user) - user's rights and accesses to the system functionality and interface depend on the group.
4) Organization (company) - a client company that serves for grouping clients in the system.
5) Equipment - any objects (devices, techniques, equipment, appliances, etc.) belonging to the company, which can be bound to clients' requests.
- User status and notifications;
- User card;
- Merging contacts;
- Import and export;
- Companies and company Managers;
- Equipment;
- Search by contact.
The Contacts menu is displayed on the left panel of the system next to the main modules of the system:
User Status
You can change the status of a user in their contact card or in the general list. The following statuses are available:
- “Active” - a regular user who can create requests and authorize in the system;
- “Blocked” - used to block receiving requests (e-mails) from this contact (for example, if it is spam). The blocked user cannot enter the system, but is included in the common account (if it is an employee);
- “Fired” - used in the case of an employee's dismissal. This status is permanent and cannot be changed. A user with this status is not included in the account and will not be able to log in.
Notifications
In the “Notifications” column you can disable sending notifications to the user's e-mail from the system. Accordingly, if the option is disabled, no emails will be sent to the user from the system.
User card
The card is a repository of all information about the user. You have the ability to access:
- application history;
- status history;
- call history;
- his actions in the system;
- contact information;
- additional information entered in individual contact fields;
- attachments;
- notes;
- view the last time the user logged in and from which IP address.
The set language is used to display the language of your personal cabinet, including for sending notifications. You can also set the corresponding time zone:
Merging contacts
In this block you can manually find and merge contacts from the user card. If a client has written to you from another source (messenger, social network), if any information (name, phone number) matches, the system will inform you about it by displaying an exclamation mark next to his name, for example:
After that you can go to the main client card and in the “Similar users” block the system will offer to merge contacts, which will allow you to see the whole history of client's contacts from different sources, but within one contact card:
Import and Export
The system provides possibility to export and import users. To import users, click on the “Import” button - a window will open where you need to drag and drop a .csv file with required contacts. Then specify the parameters: the beginning and the end of the line, the separator and the group of future users.
The imported .csv file should have UTF-8 encoding. When uploading contacts, you can preview what you are importing to make sure everything is correct and then import.
Companies and company managers
In the system you can create companies and interact with them. By linking users to companies you get the following advantages:
- necessary reporting in the context of requests of employees of one company;
- filtration of requests;
- history of users' requests from a company;
- the possibility to give the director (manager) of the company access to all requests of his subordinates, including the ability to participate in the discussion or solution of any issue.
You can add a company in the “All Companies” subsection using the “Create a Company” button:
Or in the user card itself when entering the name of a company unknown to the system:
When editing an existing company, you can specify the company domain, for example, @company.com. If a user accesses the system from the mail of the specified domain, he/she will be automatically attached to this organization. In the “Company Managers” block you can select an employee to whom all requests of company users will be available:
In the company card you can view the entire history of user requests, as well as create or view attachments to the company.
Equipment
You can create equipment in the company card. When creating equipment you can specify the article, serial number, name and description of the equipment:
The parent category allows you to create a tree structure for equipment cards. For example, a conditional “Computer” can be set as a parent category, and its accessories will be component (child) elements.
When creating a request it will be possible to add the equipment to which the request refers, and the employee can edit this information in the future. Also, if you click on any equipment, you can open its card, where you can add a note, and view the history of requests related to it.
When creating reports by default the system unloads all equipment from the request into one cell, usually clients use one equipment in one request.
In case you have several pieces of equipment in your request, the system gives the possibility to get each piece of equipment separately. You can use the following tags to create a template for the report in the Printout section:
{equipment_name_*} - equipment name;
{equipment_article_*} - article number;
{equipment_serial_*} - serial number;
{equipment_text_*} - equipment description.
Where * is an integer, the calculus starts from 1. That is, to get the first equipment specify {equipment_name_1}, to get the second specify {equipment_name_2}, etc .
Search by contact
You can search for contacts by user name or mail, by selecting a company or group, and by using the advanced search fields, which include additional fields that can be used to filter by:
- Department;
- Company user type - you can select company managers or employees;
- User's status in the system;
- Notifications enabled or disabled;
- Whether the system has found similar contacts.