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Hi,
we have 3 employees which should use GLPI as a "helpdesk" - more as a "log" for themselves which problems from which clients they solved. These 3 employees should open all tickets themselves - so no client sends any ticket directly in GLPI.
There are about 10.000 potential clients/customers which normally call us (tel) or sent us an email and tell about their problem. We talk/call them back and solve the problem. After that these 3 employes should "protocol" it - who called them - which problem they had.
After I tested GLPI for a day I think the helpdesk is the way to go but I don't know how I could handle that ~10.000 client part.
Because when I open a new ticket in GLPI I only can set "Requester", "Watcher" and "Assigned to" which I think in my case I need only set the "Assigned to" to one of the 3 employees (this is set default to the logged in user which is fine).
But I can't find any "client/customers" part where I can set which client called us for example
What I need/miss is a "client dropdown" which I could click and search here for the surname so I can find the correct client from that ~10.000.
how I could import all of the clients with a csv file for example would be my next question then....
Last edited by heart1010 (2019-09-20 12:42:01)
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Hello, naturally there is no option for "customers." I use "location" to define customers. Maybe it helps you too :)
Bye
Manuel
Hi,
we have 3 employees which should use GLPI as a "helpdesk" - more as a "log" for themselves which problems from which clients they solved. These 3 employees should open all tickets themselves - so no client sends any ticket directly in GLPI.
There are about 10.000 potential clients/customers which normally call us (tel) or sent us an email and tell about their problem. We talk/call them back and solve the problem. After that these 3 employes should "protocol" it - who called them - which problem they had.
After I tested GLPI for a day I think the helpdesk is the way to go but I don't know how I could handle that ~10.000 client part.
Because when I open a new ticket in GLPI I only can set "Requester", "Watcher" and "Assigned to" which I think in my case I need only set the "Assigned to" to one of the 3 employees (this is set default to the logged in user which is fine).But I can't find any "client/customers" part where I can set which client called us for example :/
What I need/miss is a "client dropdown" which I could click and search here for the surname so I can find the correct client from that ~10.000.how I could import all of the clients with a csv file for example would be my next question then....
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