Support Logs

The Support Log allows you to track tasks such as telephone support by customer (i.e. company and contact person), regarding data/training issues, wish list topics and follow-ups in regards to the software. New support logs are opened from customers on support list and existing support logs can be opened from the support log list or employees to do list if the log has been assigned. Support logs can also be e-mailed to the contact, which can be set up in preferences.

How to use support logs:

Step 1. Select the appointments module.
Step 2. Select the customers on support list button.
Step 3. Select the required customer (company and specific contact) from the list.
Step 4. Select the module from the drop down menu.
Step 5. Type in a description of the issue requiring attention in the issue field.
Step 6. Type in a description of the action plan or solution in the Solution field.
Step 7. Select the type of issue from the type drop down list.
Step 8. Enter in the version number the customer is operating from in the version drop down list.
Step 9. To exit out of the support log, click either the close call button if the call is fully resolved or the hold button if it is an issue that you or the customer wishes to return to later. Please note once the call is closed, it can no longer be edited. The call will need to be placed on hold if any updates or edits will need to be made at a later time.