Received Support Requests

The form is used by a company that provides support to its own users — an accounting firm, a software company and similar — to process the support requests (ZZP) that users enter in the Support form. It is part of the Ticketing module and is shown only to companies subscribed to that module.

The form is not in the menu: it is on the Brix home page, which you can return to at any time by clicking the Brix logo in the top left corner.

About filters and finding data in lists

Requests are grouped by status into the Not processed, Open and Finished tabs; the filter, quick search and columns are described on List.

• Close a request with an answer to the user
  The {Close} checkbox opens the answer box; saving closes the request and notifies the user.
• Send an internal message to associates
  A message seen only by the person in charge and the associates, not by the user.
• Invoice the service or open a job card
  The {To Invoice} and {Open Job Card} checkboxes.
• What to ask of the user in a request
  The rules users should follow when entering a request; they also apply when you ask the user for additional data.

• SAVE — Saves the changes to the request.
• DELETE — Deletes the request; shown only in the Edit dialog.

• ~ BASIC ~ — Data about the request, the user and the partner, and the processing data: the person in charge, priority, associates, invoicing, job card and answer.
• ~ Messages ~ — All messages exchanged with the user inside the request, and internal messages to associates.
• ~ DMS ~ — Images and other files attached to the request, from your side and from the user's side.

• An internal message can be sent only when the request has {The person in charge} and at least one associate in the {Associates} field, and the logged-in person is one of them.
• The {Public} field is not described yet.