This displays the dashboard of Helpdesk and Service Automation. Here you can view the requests by customer wise (Customer View), requests by irrespective of customer wise (Global View) and the members of the Support Team.

Customer View
The screen shot of the Customer View is given below. Under Customer view the count of the new requests received, new service request received and onsite visits scheduled by Today or by This Week will be displayed by customer wise. Also the total count of the Requests that are Open, Due Today & Overdue and Service Requests that are Open will be displayed. By clicking on the total count you can view the requests.

You can also display announcements to the customers and support members. To create a new announcement click on Add New. To view the announcements click on the title of the announcement. To edit or delete an announcement click on the announcement title and click on Edit or Delete respectively.

Add New Announcement/Edit Announcement

Enter the Announcement Title and Announcement Content.
Select the dates between which the announcement should be displayed. Note: Leaving the To date field blank will the show the announcement forever.
To show the announcement only to the support members select Show this announcement only to support reps option. This is optional.
Click on Save.

Global View
The screen shot of the Global View is given below. Here you can view the requests that are Open, On Hold and Over Due by

Category: Device type i.e., Server, Desktop etc.
Support Rep: Name of the support member.
Level: Tier 1, Tier 2, Tier 3 or Tier 4.
Priority: High, Low, Medium or Normal.
Mode: Automatic, E-Mail, Phone Call or Web Form.

The Inbound requests are plotted as a graph for different time intervals. Select any of the following desired time interval.

This week
Last week
This month
Last month

Support Team
Here the details of the support members who have login account will be displayed. You can change the status of the support member by clicking on either IN or OUT. You can change the image of the support member by clicking on Change Image.

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