Legrand CRM enables you to manage contacts from within your Outlook account. When you select an email in Outlook that does not exist in your Legrand CRM database, you have the following options: Create New Contact The ‘Create New Contact’ option enables you to record a new Contact in Legrand…
Conditional formatting in Outlook enables you to make important emails stand out in your inbox. For example, you can specify that all emails transferred to Legrand CRM appear blue in your Outlook inbox. To define a new formatting rule, open your Outlook account and select ‘View’ in the menu. Select…
The Properties panel displays information about each ticket. Agents can update information such as a ticket’s status or re-assign a ticket to another support agent. To edit ticket properties, select a ticket from any screen view. In the properties panel, click on the ‘Edit’ icon located on the right. Update the properties as…
When you create a ticket, you can record information such as the priority and link an asset or opportunity in the properties panel. You can also add custom fields in the properties panel to capture additional ticket information. 1. Define custom data fields The first step is to select a…
Ticket types make it easy to sort customer issues into categories. For example, your business may deal with general support queries, sales returns or warranty claims. For each ticket type, you can define a series of statuses. For example, the status values for a general support ticket includes: New: Tickets that…
To close a ticket, select the open ticket and click Close Ticket. In the pop-up, click YES to confirm. In the Board View, you can close a ticket using the context menu. Hover over the ticket you want to close and click on the ellipsis icon. In the context menu, select Close.
Comments are internal notes that are only visible to support agents. Use internal comments to collaborate and share information with your team to solve tickets faster. To add a comment, select an open ticket and click ‘Add Comment’. Enter the comment in the composition box and use the formatting icons to modify…
Deleting a single spam email Go to the Service Desk Inbox, select an email and click the ‘Delete Spam’ icon. This option removes the email message from the Service Desk Inbox and blocks the sender’s email address. NOTE: Administrators can control who can delete emails and manage spam. To manage user…
Deleting a single email Go to the Service Desk Inbox, select an email and click the ‘Delete’ icon on the right. NOTE: Administrators can control who can delete emails and manage spam. To manage user permissions, go to the administration menu and select Users > Manage Roles. Bulk Deleting Emails…
Replying to Tickets Select ‘All Open’ to view open tickets. Select an open ticket from the list and click ‘Reply’ in the actions menu. Type your response in the composition text box and use the formatting icons to modify the text. You can also fill in the ‘cc’ or ‘bcc’ field to…