Customer's devices and assets

See everything the Assets module records as being with a client: devices installed at their premises (any type: a router, a set-top box, a meter, a laptop) and material issued to them (such as cable). Link the ones a ticket is about, so whoever works on the ticket knows exactly which device to check.

Who can use it

Anyone who can see tickets sees the devices on a ticket; linking and removing needs permission to update tickets. The client page's Devices tab is for anyone who can see clients. Devices are recorded in Asset management (installing a device at a customer, issuing material to a customer).

On a ticket

The Customer's devices / assets card on the ticket page has:

• On this ticket: the items linked to the ticket. Remove from the ticket (×) unlinks one.
• With this client: the client's other items. Tick the ones the ticket is about and select Link 1 item (or Link 2 items...).
• Find a device: search any device by tag, serial number, MAC or IMEI, for example when the client brings a device that is not recorded with them.

Each item shows its name, category, tag, serial number and other identifiers (MAC, IMEI), since when it is with the client, and its status: With the client, Issued, Recovered or Not recovered. Linking and removing are written to the ticket's history.

When you create a ticket for a client who has devices, the Customer's devices / assets card on the right lists them; tick the ones the ticket is about.

On the client page

The Devices tab lists the same items for the client. Switch on Show earlier items to also see devices that were taken back or not recovered.

On an incoming call

When a known client calls, the call pop-up shows their devices (the latest five) under Devices and assets, next to their open tickets.

Example

Karim Uddin calls: "My internet is down." The call pop-up shows his router WR-1. The agent creates a ticket, ticks WR-1 in Customer's devices / assets and saves. The technician opening the ticket sees the router's serial number and MAC address without asking.