4.01 Service Portal Default Settings
The Drive Lynx Service Portal is suited to industries with complex and frequent service requirements. It can be used separately to the other modules within Drive, or, integrated within.
The Service Agent (or the Administrator who has access to all Drive Lynx functionality) can establish settings to dictate:
- Request Types
Once established, these settings provide clarity for all involved around ticket descriptions, management and, ultimately, resolutions with respect to service level agreements.
A dashboard allows for the Service Agent to get a real-time, high-level view over the entire Service Portal, creating faster decision making and planning around resource management to meet client demands.
Roles within the Drive Lynx Service Portal
Administrators and Service Agents can create and assign new users to Manage the Service Portal as additional Service Agents. These users have access to all of the service portal settings. Daily tasks include assigning client service tickets to agents, to change ticket statuses or to complete service tickets themselves.
Reporter – reporters are the users who have raised the tickets – these users are most commonly set up with Client Access
Assignees – are the users who have been allocated tickets to complete (other service agents)
Getting Started with the Service Portal
Establishing the settings to suit your business and the type of ticket requests will set you up for success.
Note: the following Service Portal settings have defaults pre-configured when you purchase the Drive Lynx system.
Set up and name up to 5 different Priorities to suit your service levels
We have provided an example of Low, Medium, High, Critical, and Out of Hours priorities as well as your default ticket priority to be established to suit the nature of your business. The time it takes to respond to these varying levels of priority can match your service level agreements. You can also add colour codes to suit different priority levels. Click Save.
Set up as many or little as you need and add a description that makes sense to your team.
The Resolutions you set will appear as drop down menu items for resolving a ticket. In your business, it may be as simple as closing a ticket because the service has been delivered. For other more complex services, it may involve a variety of outcomes that allow for detailed analysis.
Service Portal Statuses can be set based on your business requirements of how a ticket flows through to resolution/completion. There may be a number of steps to customise and, like all the above settings, these can be active or marked inactive depending on your current requirements.
Again, set up as many as you may need, and tailor the description to suit your business.
Request Types refer to the type of service required by the client to help you prioritise and allocate the task – support, call out, quote request and on the job request.
Notification emails can be configured to be applied at specific events within the Ticket process (these can be set for both internal and external recipients).
Additional advanced settings can be applied based on specific Client, Users, Statuses and Priorities tabs if required.
Once settings are established, it’s time to set up Users in your Drive Lynx Portal. Follow the Tutorial 1.04 Setting up a Client and 1.05 Setting up Users to allocate access credentials to your team/clients. You can assign Service Agents, Clients, Employees and Resources but remember that only customer users are free – the other users fall under your Drive Lynx subscription.
Raise a Ticket
You must have a Drive Lynx User Id to raise a ticket. Once logged in, tickets can be raised from the mobile app, mobile web browser or desktop and clients can use the internal messaging with the allocated Drive Lynx Service Agent to communicate on the ticket request.
To raise a ticket, log in, go to the Service Portal menu and select, Tickets, + NEW (refer to Tutorial 4.02 Creating a Service Ticket for more details).