Tip: You can use filters for better results
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Quick Start
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Work Place
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- How to schedule tickets
- How to search for tickets
- How to query tickets
- How to filter for tickets
- How to use the Ticket Clipboard tab
- How to grab/ungrab tickets
- How to link & unlink components together
- How to download ticket data as a excel sheet
- How to copy filters/queries for colleagues
- How to email filters/queries to colleagues
- How to assign/unassign tickets to/from partners
- How to manage parts
- How to show tickets on Map
- How to open tickets in a new tab
- How to use container tickets
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- How to use the Optimizer
- How to schedule tickets
- How to publish/unpublish tickets
- How to lock/unlock tickets
- How to lock/unlock engineers
- How to manually reschedule PUDOs
- How to show tickets on Map
- How to manage availabilities
- How to manage subgroups
- How to display an additional time zone
- How to move tickets back to the Ticket Pool
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- How to manage parts
- How to assign/unassign tickets to/from partners
- How to use the Interaction buttons
- How to use the Workflow buttons
- How to use communications
- How to schedule tickets
- How to edit ticket details
- How to cancel a ticket
- How to use the Remove Pending button
- How to report a ticket
- How to create intervention infos
- How to create intervention reports
- How to cancel an appointment
- How to clone tickets
- How to edit private notes
- How to add & remove skills
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Admin Panel
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- How to connect with ServiceNow
- How to create test tickets
- What are aliases?
- What does workflow mean?
- What are appearances in context of workflows?
- What are buttons in context of workflows?
- What are automations in context of workflows?
- What are guides in context of workflows?
- What are actions in context of workflows?
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- What is the Process menu?
- What does workflow mean?
- What are appearances in context of workflows?
- What are buttons in context of workflows?
- What are automations in context of workflows?
- What are guides in context of workflows?
- What are actions in context of workflows?
- How to create & edit projects
- How to create & edit custom forms
- How to create & edit lists
- How to customize the Customer Portal
- How to create & edit automated actions
- How to create & edit conditions
- How to create & edit indications
- How to set up email templates
- How to create & edit ticket durations
- How to create & edit custom fields
- How to create & edit value sets
- How to create & edit SLA Profiles
- How to repair tickets with Ticket Workflow Monitoring
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Fieldcode FMA app
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- Fieldcode FMA app
- How to download the Fieldcode FMA app
- How to login
- How to configure multiple accounts
- How to change the theme
- How to log work times
- How to synchronize tickets
- How to navigate to appointments
- How to log drive times & drive breaks
- How to inform dispatchers
- How to view archived appointments
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Customer Portal
How to leave ticket feedback
You can leave a message to the dispatcher by using the Feedback button inside the Customer Portal. The Feedback will be displayed to the dispatcher who will be able to acknowledge the message accordingly. Giving feedback to the engineer could be useful when, for example, more detailed location info is required, because the engineer cannot find the end user’s exact location or because of other circumstances that are essential for the ticket-solving process.
The Feedback button is located in the right-bottom corner of the Customer Portal.
- The "Ticket Feedback" feature is only available if it has been configured by administrators before
- You are not allowed to leave more than 20 messages on a ticket
- You are not allowed to exceed more than 2000 characters when formulating a message
After clicking on the Feedback button you can leave your message to the dispatcher. Type your message and click SEND after wards.
End users then can follow the updates on the comment by looking inside the Status Updates section inside the Customer Portal.
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