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lllvis
Joined: 18 Jul 2007
Posts: 4
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| Posted: Wed Jul 18, 2007 7:20 pm Post subject: primarily as a trouble-ticket system |
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While it is readily apparent that vtiger has a lot of capability, I am finding it very frustrating to organize. Users apparently are NOT users, users are administrators. Customers (what WE call users) are apparently Contacts. And goodness forbid I want to build a test use, er, CONTACT with my own email to test some things first as my email is already associated within the database and it doesn't like having two CONTACTS with the same email address.
This is highly frustrating. if anybody already has something set up, and has it documented and is willing to share, I'd like to take a look at your documentation...! |
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Liza
Joined: 01 Jun 2007
Posts: 116
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| Posted: Thu Jul 19, 2007 5:18 am Post subject: primarily as a trouble-ticket system |
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Dear lllvis,
In vtigerCRM you can give same mail address for two or more contacts.I have tested in my local setup as well us our online demo. It allows same email id for more contacts.For your clarification Kindly test it in our online demo
http://en.vtiger.com
Thanks & Regards,
Liza. |
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Sai
Joined: 22 Aug 2004
Posts: 1575
Location: Chennai, India
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| Posted: Fri Jul 20, 2007 7:46 am Post subject: Re: primarily as a trouble-ticket system |
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Hi lllvis,
Thanks for using vtiger for your trouble-ticketing needs.
I just want to highlight that, currently we are supporting Customer Portal- based ticketing systems. In this model customers (vtiger CRM - Contacts) can access portal from your Website and manage their tickets.
In the back-end, support agents (vtiger CRM - Users) provide the necessary solutions.
For more information on Customer Portal, please refer to User Manual:
http://wiki.vtiger.com/index.php/Vtiger_Customer_Portal_5.0.3_-_User_Manual
Please let me know if you are looking for a different mode of trouble ticketing system.
Regards,
Gopal |
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lllvis
Joined: 18 Jul 2007
Posts: 4
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| Posted: Fri Jul 20, 2007 7:27 pm Post subject: Re: primarily as a trouble-ticket system |
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In that we do not have a classic 'help desk' arrangement, our technicians are often on the road. What we would prefer to have is an application/routine that will check for 'new' tickets on a regular interval, and then notify our technicians either by email or phone (or both) in some fashion alerting them there are new tickets.
For the template you posted, yes we understand what is available to our customers (vtiger's Contacts) and our technicians (vtiger's Users). It is the notification process that leaves us wanting. |
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