Support & frequently asked questions

Currently the customization options of the ticket header are quite limited, there is only one column, and you can only put fields above the ticket title. Advanced customers have a lot of data up here, some with 3/4 columns: Possiblity to create multiple columns would be very important when larger customers are going to use this.  

Hi, Currently we have a lot of discussion with customers with frequent use of service about the 'time spent' per ticket. Currently our advise is as follows: - When starting working on a ticket, click reply or comment to start the clock: - when something else takes away your focus, like a call or something, stop the timer and continue it when working on it again. This way you can track how long a ticket is 'actually' worked on. But this way of working is quite cumbersome. Customers also want to know how long the ticket was actually 'open' (as in, the agent has it active). Previously this wasn't possible. Now with the new request management it would be great that: - If you switch the active ticket, the counter is stopped when you switch away, and started again when you make the tab active again - Introduce a new time counter for how long the ticket was 'open'/'active'

Hi Ole. Thank you for your question. If you already have a Sandbox / Test env . - then the best way is to use this env.'s name when signing up in the "company - name" field in the sign-up form : - if your're unsure the company name is unique (don't differ from the prod env.'s name) - add "CustIDXXXX" with your test env.custid in the "company - name" field. If you don't have a Sandbox / Test env.  - you may buy your own CRM Online sandbox (test) tenant in production based on a copy of your production data: https://docs.superoffice.com/en/online/sandbox/index.html How do I get one? To buy your own CRM Online production sandbox, please contact your local sales representative or fill in  this form .