Guide for monitoring of open source UVDESK tickets

The Open Source UVDESK ticket monitoring module helps administrators to the administrators of the time that agents spend working on support tickets.

The agents add time newspapers to any post, whether assigned or not, and mark them as billed or non -billable.

Agents can add several time newspapers by ticket, which facilitates compliance with the organization and effectively solve problems.

Administrators and agents can use filters to find, sort and quickly manage time newspapers for better ticket management.

The time monitoring section updates time newspapers and displays whether the activities are active or inactive.

Agents can stop, delete or modify their time newspapers at any time, ensuring precise and flexible professional follow -up.

NOTE – To use this ticket monitoring module first, you should need to install UVDesk Open Source Helpdesk.

• Follow the agent’s working hours by recording the time spent on each ticket.
• Journal time for tickets allocated or not allocated with flexible follow -up.
• Mark activities as billable or non -billable for specific time recordings.
• Create several time newspapers for a single ticket to follow progress.
• Use advanced filters to quickly find and manage time newspapers.
• Follow the latest update time for each registered activity.
• Allow agents to stop, delete or modify their time entries at any time.
• Monitor the productivity of agents with specific time monitoring.
• Make sure precise invoicing by marking specific and billable activities.
• Keep the ticket resolution organized with structured time newspapers.
• View real -time status updates for all recorded activities.

1. In the root of your UVDESK project, go to the apps folder and create a new repertoire called UVDESK.
2. Inside the UVDESK directory, you must place the time tracking package that contains the application.
3. Then run the commands below to complete the configuration of the project root directory.

$ php bin/console uvdesk_extensions:configure-extensions

$ php bin/console assets:install

$ php bin/console doctrine:migrations:diff

$ php bin/console doctrine:migrations:migrate

Once your packages have been successfully configured, they are ready to be used.

After having managed to install the UVDESK open source tracking module, it will appear in the UVDESK dashboard with its icon.

By sailing towards the ‘Time entries“Icon, the administrators display all agent time recordings with live status updates.

Administrators and agents use advanced filters to find, quickly sort and manage time entries for better follow -up.

It also displays the current state of activity of each agent as well as the last updated hour for all activities.

The activity filter helps the administrator to identify the agents who recorded active time records on tickets for better follow -up.

While ticket filters allow the administrator to locate the agents assigned to this corresponding post.

Agents can record activities on any post, whether not allocated or assigned to another agent, and define them as billed or non -billable.

Simply go to the time entry section to the right of a ticket and click on the ‘Add an activity‘ button.

In addition, the agents will fulfill the details of the activity, including a description, and will choose to mark the activity as billing or non -billable.

In this way, agents can record several activities under a single ticket, guaranteeing better and improved customer support.

Agents can Stop Or DELETE activities at any time for specific follow -up and also To modify The time spent and the description of time entries.

So, that’s it for the UVDESK open source tickets, if you still have questions or concerns, please raise a ticket on the UVDESK assistance panel.