Tip: You can use filters for better results
-
Latest News
-
Quick Start
-
Work Place
-
-
- 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
-
-
- 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
-
-
-
- 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
-
Admin Panel
-
- 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?
-
- 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
-
Fieldcode FMA app
-
- 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
-
-
Customer Portal
How to assign/unassign tickets to/from partners
You have three different options to assign a partner inside the Work place.
You have to check the matching permissions manually in order to allow users to assign or unassign partners.
You are a small company that has two different Account Partners which assist you in resolving tickets. Both are located in Nuremberg but are specialized in different types of tickets. "Nuremberg Partner 1" helps to solve "Standard" tickets, while "Nuremberg Partner 2" helps to solve "IMACD" tickets. This was previously configured inside the Admin Panel under Partner Configuration with the use of filters.
Option 1 – Via Ticket Pool:
- Right-click on a ticket in the Ticket Pool.
- Click on Assign partner in the context menu.
- (Option 1) Select a partner that you think would match from the dropdown list.
- (Option 2) Click on the Recommended button.
Select the matching partner with eg. the highest score. - Click Save.
Option 2 – Via Ticket Details:
- Click on the interaction button Assign partner (handshake button) in the Ticket Details.
- (Option 1) Select a partner that you think would match from the dropdown list.
- (Option 2) Click on the Recommended button.
Select the matching partner with eg. the highest score. - Click Save.
Option 3 – Via Scheduling Assistant:
- Inside the Scheduling Assistant click on the Recommended button at the bottom.
- Select the matching partner with eg. the highest score.
- Click Save.
How to unassign tickets from partners
Option 1 – Via Ticket Pool:
- Right-click on a ticket in the Ticket Pool.
- A prompt opens.
- Click on Unassign partner in the context menu.
- The ticket should move back to the Ticket Pool.
Option 2 – Via Ticket Details:
- Click on the interaction button Unassign partner.
- A prompt opens.
- The ticket should move back to the Ticket Pool.
What are partner recommendations?
Partner recommendations help in the process of finding matching partners for a particular ticket.
Partner recommendations work with scores, the higher the partner recommendation score, the more suitable the partner is for the ticket. There is also a recommendation reason displayed, so you understand why a particular partner might be suggested for you. You can utilize partner recommendations from the Ticket Pool, the Scheduling Assistant, and from the Ticket Details.
Partner recommendations do not require extra setup inside the Admin Panel, since they directly work out of the box.
0 out of 5 stars
5 Stars | 0% | |
4 Stars | 0% | |
3 Stars | 0% | |
2 Stars | 0% | |
1 Stars | 0% |