09-02-2009 03:30 AM
We are a small support company using Act v11 and are in the process of implementing it at the moment.
What we would like to do is use it for logging support time and to have a 'counter' field.
• Company A purchases 8 hours support time.
• Company A then calls and uses 1 hour of their support time leaving 7 hours left on their account.
We would like to be able to write a record of what was done in this hour and for Act to show how many hours that customer has left of their account.
Would this be possible?
Thanks in advance,
09-02-2009 05:09 AM
"out of the box" ACT cannot do the type of calculations that you are looking for. However there are some add-ins to ACT that allow this functionality to be added to the standard program. One approach would be to use Top Line Desinger to add a custom entity of "Support Call" where you can track total time and time used and nature of each support call. Drop me a line if you want any details on how to do this.