Tasks & support

Everything that is waiting for you today: your to-dos, customer tickets, outages and your calendar.

The Tasks & support section of the menu holds four pages. The setup pages that control them live under CRM → CRM settings → Tickets and service.

Menu item	What it is for	Guide
My tasks	Follow-ups, call-backs and to-dos with reminders	My tasks
Tickets	The help desk: customer requests, SLA, automation	Tickets
Incidents	Group tickets that share one outage	Incidents
Events	Your own calendar of meetings and visits	Events and calendar

The tickets menu is under CRM → Service in the current layout; see the Menu map.

Setup and reports:

• Ticket setup: General settings, Teams, Statuses, Templates, Task categories, Task areas, Email channel, Web forms.
• Ticket fields: your own fields on tickets, a ticket form per category or service, the list filter, macros, workflows and web forms.
• Customer's devices and assets: the devices and material recorded with a client, on the ticket, the client page and the incoming call.
• Ticket macros and split: one-click replies with ticket changes, splitting a ticket, who else is on a ticket.
• Field visits: send a technician from a ticket, with shift and leave from HR; the technician's day, report and photos.
• Payment links: ask a customer to pay by SMS link (bKash, Nagad, bank) and confirm the payment.
• Assignment routing: skip people on leave, off shift or away on the phone when tickets and chats are given out.
• SLA policies and reports: response and resolution targets, escalation, SLA compliance and CSAT reports.
• Customer self-service: the public ticket page, web forms and the satisfaction (CSAT) survey.

Which items you see depends on your role and your plan. If a page is missing from your menu, ask an administrator for the permission. The Tickets and Incidents pages need the Tickets module in your plan.