Modules and functions in detail

1. Ticket management

The central function of the ServiceBoard is ticket management. Customer inquiries, orders, and internal tasks are managed here as tickets.

Create ticket

A ticket can be created directly from the dashboard or via the ticket overview using the "New" button.

After you have searched for the customer (with the appropriate contact person), the following fields are important when creating a ticket:

• Title: The ticket title should be clear and concise, with a maximum of 100 characters. In the additional settings, text modules can be used to quickly create standard titles.
  

  

• Description: The problem or task is described in detail here. It is advisable to provide as much information as possible so that the ticket can be processed quickly and efficiently.
  
  

  

• Priority and status: Each ticket is assigned a priority (low, medium, high) and a status (open, in progress, closed). This information controls the further processing of the ticket.

Time recording and stopwatches

While processing a ticket, time tracking can be performed using an integrated stopwatch.

The recorded times can be edited manually or billed automatically later. Tickets can also be entered directly into the calendar via time planning and assigned to working hours.

Forward tickets

Tickets can be forwarded to other employees within the system. The current status of the ticket is transferred so that the responsible agent can continue to track the ticket history.

2. Scheduling

The scheduling feature in the new ServiceBoard enables simple and precise appointment scheduling for tickets. The following functions are available:

Rights for scheduling

To make full use of scheduling, two rights are relevant:

1. Show calendar:
   This right allows access to the user's calendar. If only your own calendar is to be displayed, there is the restrictive right "Display only own calendar." This prevents the user from seeing the calendars of other employees.
   
   

   

2. Employee utilization:
   To view the workload of other employees and their times in the calendar, the right to view employee workload must be activated.
   
   

   

Display of daily utilization

Once the appropriate permissions have been set, you can see both your own times and those of your colleagues. The calendar displays the workload in color-coded sections, allowing you to quickly identify which employees still have capacity available.

Schedule time for a ticket

With scheduling, you can create a scheduled time for each ticket. The following process is used:

• Tickets with the corresponding status are displayed and can be dragged and dropped onto the calendar.
  
  

  

• Dragging a ticket onto a calendar automatically creates a scheduled time.
  
  

  

• Double-clicking on the time entry allows you to adjust the time or assign additional employees.
  
  

  

Editing time entries

All time entries can be opened and edited with a double-click. This allows you to adjust times, change employees, or add details to the task at a later date.

3. Calendar synchronization

The new ServiceBoard offers comprehensive calendar integration, particularly with Microsoft Outlook. Calendar synchronization allows appointments and tasks to be seamlessly synchronized between Outlook and ServiceBoard.

Set up calendar synchronization

Synchronization is configured in the general settings under "Calendar Sync." There are two modes:

• Synchronize all appointments: All appointments from Outlook are transferred to ServiceBoard and vice versa.

• Synchronize only scheduled appointments: In this mode, only scheduled appointments are synchronized, so tickets that have already been completed are not displayed again in Outlook.

Link to time entries

Every calendar entry created in ServiceBoard is directly linked to a time entry. This means that changes in the calendar automatically affect the time entries in the ticket. This link provides a consistent overview of planned and actual times.

4. Using the c-entron ServiceBoard

After successful installation and configuration, the Service Board offers a wide range of functions for everyday work.

Dashboard

The dashboard is the central overview of the ServiceBoard and provides quick access to relevant information and work data:

My tickets:

In this section, you can see all open tickets for which you are listed as the person responsible or assigned to handle them. Tickets will be available in two diagrams shown – one shows the distribution according to Priority, the other after Status. This gives you a clear overview of open, pending, or scheduled tickets and their priority at a glance. This makes it easier for you to quickly assess your current workload.

My day:

The "My Day" feature is fully integrated into the dashboard and replaces the previous menu function. It provides a central overview of your daily activities such as TeamViewer sessions, phone calls, and Outlook appointments, which are automatically recognized and can be transferred with a single click.

You can also manage and review your recorded working hours. Both automatically recorded (ticket/help desk) times and manually added entries are clearly displayed. Missing working hours are clearly highlighted so that you can easily add or correct them. This integration creates a clear structure and makes it easier to organize your daily tasks and appointments.

My recorded times:

This feature shows you an overview of your recorded and planned working hours for the current day. You can see at a glance whether your daily working hours, for example 8 hours, have already been completed. This provides you with valuable support in your daily planning and allows you to track your time efficiently.

Last edited tickets:

In this section, you will find a Overview of the tickets you last worked on. With just one click, you can switch directly to the corresponding ticket. This gives you quick access to current processes and makes it easier to continue your work without any detours

Ticket favorites:

Tickets that you need frequently or that have a high priority can easily be saved as Favorites mark them by clicking on the star in the open ticket. These marked tickets can be accessed directly from the dashboard, allowing you to quickly access them and efficiently manage regularly processed tasks.

Editing via right-click:

Tickets can be easily opened and edited with a right-click. New tickets can be created directly from favorites, which makes work processes even faster.

The ticket list

The ticket list offers comprehensive customization options and has been expanded to include new view and sort functions:

Views - Individual and global views for tickets:

With the customizable views, formerly known as Dock Panels, allow you to customize your Ticket list design it entirely according to your needs. Adjust the size and order of columns, add new ones, and display important information such as assignee icons or priorities. Changes can be saved so that your preferred layout will remain unchanged the next time you use it. You can global views create and save, which also applies to your available to the entire team this allows you to work more efficiently and always maintain an overview.

Filter - Efficient filtering options for your ticket list:
With the versatile filter functions you can Ticket list narrow down your search by customer, priority, or ticket status. Combine multiple filters to create precise views and save them for easy reuse. Changes to filters take effect immediately, so you always see the information that's relevant to you at a glance.

Kanban view – enables flexible working:

Organize your tickets clearly with the Kanban view, which can be sorted by status, priority, or type. With a intuitive drag-and-drop function tickets can be easily moved between columns (buckets), with the status updating automatically. Customize the view by hiding unnecessary columns (buckets), for example, and make your workflow as efficient as possible.

Ticket details

Ticket details provide a central location for all information and activities related to a ticket:

Live communication:

The Live communication enables multiple users, simultaneously work on a ticket without processing locks. Changes and comments are in Real time synchronized, keeping collaboration efficient and fluid. Profile pictures of active editors and time tracking are immediately visible, so everyone involved can always see the current status. These live updates promote smooth teamwork, especially when multiple technicians are working on tickets at the same time.

Comment function:

With the integrated comment function colleagues can communicate directly in the ticket. By using mentions (@Name), specific people are notified and immediately receive a Real-time notificationthis feature supplements or partially replaces internal notes and remains flexible and optional to use, supporting individual working styles.

Recording times:

The Time recording are visible directly on the ticket and clearly indicate predictable times with a euro symbol. Times can be easily added or edited directly on the ticket, making it efficient to track and bill for work.

Ticket history:

History offers a comprehensive overview of all previous actions within a ticket, such as changes, recorded times, or emails sent. It effectively supports the tracking and documentation of ticket activities, ensuring transparency of the processing history at all times.

Processing of contact persons:

Contact person can directly in the system edited or added depending on the respective permissions. Changes, such as updating a name after marriage, can be made quickly and easily to ensure that information is always up to date.

5. Communication and integration

TeamViewer and Supremo Integration

The ServiceBoard offers direct integration with the tools TeamViewer and Supremeto perform remote maintenance quickly and efficiently. To use this integration, the API keys for the respective tools must be stored in your personal settings.

TeamViewer:

The TeamViewer script token is generated in the TeamViewer Management Console and then stored in the employee's personal settings.

Supremo:

An API token is also stored in the global settings for using Supremo.

Microsoft Teams integration

The ServiceBoard also supports the integration of Microsoft Teamsso that calls and meetings can be managed directly via the ServiceBoard. This feature is enabled by integrating the Microsoft Graph API. The "Calendars Read/Write" and "Call Records Read All" rights must be activated in the API settings.

6. Additional functions and settings

Icons and color system

Categories and priorities can be assigned icons and colors to make tickets easier to recognize in the overview.

Dark mode

For more eye-friendly use, the entire service board can be switched to dark mode.

System information

Administrators have access to system information such as utilization and log files. These help monitor system performance and diagnose problems.

7. Reports and evaluations

The new ServiceBoard enables the creation of Service reports directly from the ticket. These reports contain all relevant information that was recorded during the processing of the ticket, including the times recorded, comments, and any attached files.

Create service report:

The report can be generated and sent to the customer either directly when a ticket is closed or at any time during processing.

Attached files:

All files added to a ticket can be automatically attached when sending the service report.

6. User-friendly features

Favorites

Important tickets can be marked as favorites for quick access. This makes it easier to manage and process particularly urgent or recurring tasks.

Quick access to tickets and time entries

Each time entry and each ticket can be opened and edited with a simple double-click. This feature saves time and allows you to quickly access important information.

Summary

The new ServiceBoard offers a central solution for ticket management, scheduling, and integration with other tools such as Microsoft Teams and TeamViewer. Thanks to flexible settings and the close linking of calendar and ticket data, all tasks can be planned and processed efficiently. Direct synchronization with Outlook and extensive rights and role functions ensure optimal adaptation to the individual requirements of your company.