ServiceBoard (next) - Overview

(Available from release v2.0.2401.x)

Brief overview

The new Service Board was developed to make the process of handling tickets and customer inquiries more efficient. It offers an optimized user interface, advanced search functions, and makes it easier to manage tickets and times. This manual describes the key features of the new Service Board and explains the necessary requirements and how to use it in detail.

Requirements

Licenses
A valid c-entron license is required to use the c-entron ServiceBoard.
Required settings
Before using the system for the first time, user roles and the corresponding permissions should be defined in the c-entron system. This ensures that only authorized users can access sensitive information and perform certain actions, such as creating or closing tickets.

Required permissions
- Administrator rights to manage user settings.
- Write and read permissions for the corresponding tickets and customer data.
- Rights to process and distribute tickets.

Note on rights regarding scheduling:
Is the restrictive right "Show only my own calendars" assigned in a group of the employee?, then they can only see their own calendar.

Registration and Dashboard

After logging into the new ServiceBoard, users are presented with a clear dashboard. It provides a summary of upcoming tasks and working hours already recorded. Here, users can immediately see which tickets need to be prioritized and which tasks are still open.

The dashboard is divided into different sections that can be customized depending on the user role and individual settings. For example, administrators have access to advanced ticket management features, while standard users can focus on their assigned tasks.

Full-text search

One of the most important new features of the ServiceBoard is the introduction of a powerful full-text search function. This allows users to search not only for specific ticket numbers or customer names, but also for any keywords within the entire ticket content. This includes comments, internal notes, and attached documents.

Simplified ticket creation

Creating new tickets has been greatly simplified in the new ServiceBoard. To open a ticket, all you need to do is select the customer and enter a brief description of the problem or issue. Mandatory fields such as the ticket category or ticket type can also be added after creation. This ensures that the initial input process is quick and easy.

Time tracking

An integrated time tracking feature allows users to record their working hours directly in connection with a ticket. Times can be added while a ticket is being processed. However, before a ticket is finally closed, it must be ensured that all necessary time entries and mandatory fields have been filled in.

Notifications and ticket list

The ticket list in the new ServiceBoard is structured similarly to the previous system, but offers additional customization options. Users can customize the columns of the ticket list according to their needs to increase clarity. An integrated notification function provides real-time information about new or changed tickets.

Live communication and comments

The new Service Board allows comments to be added to tickets in real time. This live communication feature facilitates collaboration between different team members and promotes the rapid exchange of information. In addition, users can attach files, such as screenshots or documents, directly to the comments.

Core functions

The proven core functions of the old c-entron service board have been retained in the new version. These include:

Time recording: For accurate documentation of working hours.

Ticket forwarding: The ability to forward tickets to other departments or employees.

Checklists and forms: For standardized processing of recurring tasks or requirements.

AI summary

Another new feature of ServiceBoard is AI-powered ticket summarization. With this feature, users can generate a summary of all ticket content, including internal notes and comments, at the touch of a button.

Multiselect function

With the new multiselect function, multiple tickets can be selected and edited at the same time. This function is particularly helpful when many tickets are similar and the same actions need to be performed, such as forwarding them to another department or closing tickets simultaneously.

We are currently compiling a comprehensive manual with detailed descriptions!