HotH is used to support your customers. In a customer support environment, customers will be your client base.
In an IT Support environment, your customers will be individual internal users and usually loaded through LDAP Integrator.
To view your customers navigate to Your Company > Customers:
Customers and contacts can be added manually or by importing as CSV files
For more information, see Importing and Exporting.
Example of a Customer record:
For customer support you may also want to record individual contacts. Go to Your Company > Contacts to view the summary of contacts, which can be set up independently or linked to a specific customer.
To link a contact to a customer, in the Contact record, simply select the appropriate Customer as shown below:
For more complex systems, HotH can support 3 tiers of customer data. At the highest level this would be Organisation, underneath which there may be many Customers and then Contacts (which can be associated to either the Organisation or the Customer):
To mark a customer as an organisation, in the Customer record select Org in the Level field:
For more information, see Your Company.
Keep track of customers/users individual assets using Inventories or simply hold a master list of Products.
Navigate to Your Company > Products to view your product summary.
An example of the Product Summary can be seen below:
If you wish to report on, or hold contract information against customers’ specific assets, then an inventory or configuration list is required (Your Company > Asset).
See below for an example of an Asset Summary:
Based on your organisation’s requirements for reporting on or tracking assets, you can decide whether to associate asset items with individual customers; for example, HotH could be set up to automatically detect that Billy Bartlett uses a Lenora Super Series laptop.
After establishing whether your company has a list of products/assets that you support, you need to decide on how this information is to be processed. The information can either be entered manually, via CSV import, or bulk loaded using an Asset Management tool such as HotH’s own PC Auditor module and other third-party tools.
A service is a mechanism provided or maintained by the IT department to facilitate specific functions carried out by the end-users. These should be named in simplistic terms so that they can be easily understood by all and could include examples such as Email, Intranet, or Printing.
Services are held and maintained within Your Company > Service Portfolio:
From this point the services can be flagged as live so that tickets can be logged against them. Tickets can be linked to service updates for end-user visibility. Service updates are monitored on the portal showing their operational status.
For more information, see Service Portfolio.
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