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Open the CRM module from the main menu and choose Contacts, Accounts or Records.




 Contact list

Contact list

When you open the Contacts section, you will see a list of your contacts.

  1. Filter your contacts.
  2. Open bulk select options.
  3. Open the contact details.
  4. Open the account details.
  5. Bulk change selected contacts – if 1 or more contacts are selected.
  6. Merge selected contacts if 2 or more contacts are selected.
  7. Delete selected contacts – if 1 or more contacts are selected.
  8. Create new contact.
  9. Batch import new contacts.
  10. Clone contact.
  11. Delete contact. After you click Delete, choose whether to simply delete the contact or to perform a GDPR erasure, which will delete all data related to the contact. Use GDPR erasure with caution!




 Contact details / Create new contact

Contact details / Create new contact

When you open a contact's details or when you create a new contact, the only difference is that the fields will already contain data when you open an existing contact.

The top part of the contact screen is always the same and contains several mandatory fields marked with an exclamation mark.

  1. Open a list of options for managing accounts or add new account.
  2. Pair an open activity without a contact to this contact.
  3. Open the contact's change history.
  4. Go back to the Contact list.
  5. Save the contact.


Fields such as Phone, Email, Address etc are in a custom form just below the top part. If you are unsure how to fill it out, your team leader or administrator will take you through this form.

There is an overview of the contact's past activities, tickets, records and attachments at the bottom of the contact detail screen.




 Account list

Account list

When you open the Accounts section, you will see a list of your accounts.

  1. Filter your accounts.
  2. Open bulk select options.
  3. Open the account details.
  4. Clear filter and selection.
  5. Bulk change selected accounts – if 1 or more accounts are selected.
  6. Merge selected accounts – if 2 or more accounts are selected.
  7. Delete selected accounts – if 1 or more accounts are selected.
  8. Create new account.
  9. Batch import new accounts.
  10. Clone account.
  11. Delete account.




 Account details / Create new account

Account details / Create new account

When you open an account's details or when you create a new account, the only difference is that the fields will already contain data when you open an existing account.

The top part of the account screen is always the same and contains several mandatory fields marked with an exclamation mark.

  1. Select an SLA or open a list of options for managing SLAs using the blue button. The SLA setting here will override the category SLA setting of tickets belonging to contacts from this account.
  2. Open the account's change history.
  3. Go back to the Account list.
  4. Save the account.


Fields such as Phone, Email, Address etc are in a custom form just below the top part. If you are unsure how to fill it out, your team leader or administrator will take you through this form.

There is an overview of the contact's past activities, tickets, records and attachments at the bottom of the contact detail screen.




 Contact and account history

Contact and account history

There is an overview of the contact's or account's past activities, tickets, records and attachments at the bottom of the detail screen. See below for a description of each tab.

 Activities

Activities

Click the Activities tab at the top of the table.

  1. Quick search activities.
  2. Filter activities by type. Click the down arrow to open more options. You can select multiple types.
  3. Open CRM contact/account details.
  4. Open activity details. See Activities for more info.
  5. Merge activity with ticket.
  6. Open ticket.
 Tickets

Tickets

Click the Tickets tab at the top of the table.

  1. Quick search tickets.
  2. Open ticket.
  3. Open CRM contact/account details.
  4. Create new ticket.
  5. Clone ticket.
 Records

Records

Click the Records tab at the top of the table.

  1. Quick search records.
  2. Open record details.
  3. Open CRM contact.
  4. Open CRM account.
  5. Create new record.
  6. Clone record.
 Attachments

Attachments

Click the Attachments tab at the top of the table.

  1. Open attachment.
  2. Upload an attachment or drag and drop files into the grey area around the Select files button.
  3. Delete attachment.




 Merge contacts or accounts

Merge contacts or accounts

To merge contacts or accounts, open your Contact or Account list. Select 2 or more contacts or accounts and click the yellow Merge button at the top of the table:

The Merging contacts/accounts window will open:

Select which info to merge.

In the top part with radio buttons (round selection tool) you can only select 1 option per line.

In the bottom part with checkboxes you can select as much information as you wish.

Warning

Any info you don't choose will not be merged and as such will be deleted.

What fields you see in the bottom part depends on what custom fields your team leader or administrator has set up.

When you have finished selecting your info, click Merge Contacts/Accounts in the bottom right of the Merging window.




 Filter contacts, accounts or records

Filter contacts, accounts or records

To set up a filter, click the blue Filter button at the top left of the contact, account or record list.


The Search window will open. Define your filter and click Search at the bottom of the window to apply the filter. You can save your filter using Filter schemes.


 Filter schemes

Filter schemes

You can save a filter to use it again in the future using Filter schemes. Define your filter and click Save as.


Type your Scheme title and click Save. Click Search at the bottom of the window to apply the filter.


You can quickly access your saved Filter scheme using the dropdown menu next to the Filter button. Click the scheme title to apply it.




 Record list

Record list

When you open the Records section, you will see a list of your records.

Use Records to store your customer data such as contracts, documents and any other supplementary information.

  1. Filter your contacts.
  2. Open bulk select options.
  3. Open record details.
  4. Open the contact details.
  5. Open the account details.
  6. Bulk change selected records – if 1 or more records are selected.
  7. Delete selected records – if 1 or more records are selected.
  8. Create new record.
  9. Batch import new contacts.
  10. Clone contact.
  11. Delete contact.




 Record details / Create new record

Record details / Create new record

Use Records to store your customer data such as contracts, documents and any other supplementary information.

When you open a record's details or when you create a new record, the only difference is that the fields will already contain data when you open an existing record.

The top section of the record detail screen contains basic information, with mandatory fields marked by an exclamation mark .

  1. Click the dropdown icon to open a list of options for Contact, Account and Ticket. When the field is empty, there will be a + icon instead of the dropdown icon. Click it to create a new entry.
    • Detail – open the entry details without editing.
    • Update – open the entry details with editing enabled.
    • Create – add a new entry.
  2. Open the record change history.

Custom fields

The middle section contains custom fields created by your team leader or administrator. Please contact them if you are unsure about how to fill this section out.


The bottom section of the record detail screen contains attachments.

  1. Download attachment.
  2. Select a file to upload or drag and drop files into the grey area around the Select files button.
  3. Delete attachment.






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