Client Support Calls

Dev Hound allows support calls to be logged for clients making it ideal for use in technical support centers. Support calls can be viewed by clicking on the Support tab - this is typically used when calls need to be followed up or reviewed. Adding support calls is usually done from the Clients tab. The following scenario describes how to log a call:

A clients phones or emails for support
Click on the Clients tab and enter a keyword in the Search area (eg XYZ company)
Click on the client from the client list
Click on Add Call

Enter the support call information in the description area
You may fill in other details if required
Once you have finished the support call click on Save
Please note that each support call is timed so that you can work out how much time is spent on a particular client

If the client requires more support or needs to be passed on to another support user you generally changed the assigned user. Additional dialog with the client or changes made are generally added as comments to support call and these are again timed.

Call History

The support history of a client can be accessed by clicking on the History link on the client view screen. From this history you can add comments to calls, modify support calls or attach files to support calls (eg screenshots sent from clients or emails).
Attaching to Issues

When a client raises an issue you may want to notify the client via email when the issue is resolved. The field "related to issue number" allows you to select an issue associated with a support issue. When the issue has been resolved Dev Hound will notify the client via email that the email has been resolved.
Attaching calls to clients

Normally you will add support calls from the clients tab or using the call center application however if you have entered a support call via the support tab or need to change a support call from one client to another you may do so by:

From the support call edit page:
Click on the down arrow next to the client field
Either search for or select the client
Click on Save to save the support call changes