Credit

Requirements (on-premise)

Install the plugin

• Go to the marketplace. Download and install the plugin "Credit".

Setting up the plugin

Creating a credit type

• From Setup > Dropdowns

• Click on Credits then Credit types

• Click on add

• Enter a name representing the type of credit granted

Add credit to customer entity(ies)

Example : We will create 3 types of credit:

• For a new follow-up

• For a new task

• For a new solution

You can create a single type of credit which will group together the 3, it depends on the management of each case.

• In Administration > Entities, select the entity that will receive the credits.

• Go to the Creditsection

• In the section Add a credit, enter a name for the new credit

• Define the type of credit created earlier

• The start and end dates of the credit

• Activate it,

• Make it available or not in the child entities (note that if you are in the parent entity, it will be accessible to all entities)

• The quantity of credit sold

• The authorisation to overconsume or not

• Click on add

Here, we'll do the same for the 3 types of credit (followup, task and solution)

It is therefore possible to enter different values (number of credits, validity, overconsumption, etc.) for each credit:

Define default values

• In Administration > Entities, select the entity that will receive the credits

• Go to the Credit section

• In the Default options for entity section

• Select the type of credit by action

• Click on Update

Counting credits

When a ticket is created, you can choose whether or not to deduct the corresponding credits.

In our example, we have chosen to deduct each action.

• If we are doing a follow-up, we can deduct the credit assigned by default:

• The same for a task:

• And for a solution :

In the Credit section of the ticket you can see a summary of credits spent and remaining

Modify a credit on a ticket

Increase or decrease a granted credit

You can modify credits on a ticket if a readjustment is necessary.

• From the ticket in question, go to the credit section

• Select the credit you wish to adjust

• Click on Actions

• Click on Update

• Click on Quantity consumed then add the desired quantity

• Click on Send

Delete deducted credits

• From the ticket in question, go to the Credit section

• Select the credit you wish to delete

• Click on Actions

• Click on Delete permanently

• Click on Send

Credits will be automatically reallocated in the credit bank

Including an expired credit

If the credit has expired, it will not be proposed in the list of available credits. You will not be able to deduct it. You will need to change the end date of the credit to be able to use it again.

Notification of expired credits

An automatic action is available to notify you when a credit has expired.

• From Setup > Automatic actions, modify the creditexpired action to suit your needs.

• Click on Save

You can of course customise the notification to suit your needs (Setup > Notifications > Notifications > Credit expired)

FAQ

If you have any questions about using the plugin, please consult our FAQ