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An account is a record that represents a logical grouping of tickets. The Tickets window enables you to view, create, modify, delete, export, and import tickets.

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titleAccounts


Expand
titleCreating an Account
  1. On the Accounts tab, click New.
    The New Account window appears.
  2. Specify values in the following fields as required.

    Expand
    titleFields


    FieldDescription
    General
    Name

    Name of the account.

    Info

    This field requires a value.


    Account NumberAccount number of the account.
    Original Account NumberOriginal account number of the account.
    Classification

    Classification of the account.

    Info

    You can define classifications for an account through the Settings tab of the Accounts Config window. For more information, see the Managing Account Configurations section of the Administrative User Guide.


    Web SiteWebsite of the account.
    Original IDOriginal ID of the account.
    EmployeesCount of employees of the account.
    IndustryIndustry of the account.
    Phone OfficeOffice phone number of the account.
    Annual RevenueAnnual revenue of the account.
    Phone AlternateAlternate phone number of the account.
    Account Type

    Type of the account.

    Info

    You can define types for an account through the Settings tab of the Accounts Config window. For more information, see the Managing Account Configurations section of the Administrative User Guide.


    AgentName of the agent assigned to the account.
    Agent TeamAgent team assigned to the account.
    Description
    Description Description of the account.
    Billing/Shipping
    AddressAddress of the account for billing/shipping.
    Postal CodePostal code associated with the address.
    CityCity associated with the address.
    StateState associated with the address.
    CountryCountry associated with the address.
    Other
    Ticker SymbolStock symbol of the account.
    Sic CodeStandard Industrial Classification (SIC) code of the main business categorization of the account.



  3. Click Save.
    The account is created, and the details of the account appear in the Accounts window.

    Info
    • You can create another account by using the New button.
    • You can create a contact, ticket, or note for the account by using the Contact, Ticket, or Note option of the New menu.
    • You can associate the account with an existing contact or ticket by using the Contact or Ticket option of the Link menu.
    • You can delete the account by using the Delete option of the More menu.
    • To view the table with accounts, click the Close icon ().
    • You can create or modify an account filter by using the New Account View icon () or the Edit Account View icon () next to the search box on the Accounts tab. For more information, see the Account Management section of the Administrative User Guide.


Info
  • If you cannot easily find an account in the table, click the Advanced Search icon (), and then, in the search window, specify values in the fields as required, and then click Search. You can select multiple values in some of the search fields.
  • To modify an account in the table, double-click the row containing the account, modify the values as required, and then click Save.



Expand
titleView Account List

Click Accounts > View Accounts List
The list contains the Account details is listed. 

Note

If you want to see all the accounts, in the search box, click the Clear Ticket View icon ().



Expand
titleView Accounts Dashboard

The account dashboard provides all statistics pertaining to accounts. To access the account dashboard, on the Monitor tab, on the Accounts subtab, click Account Accounts Dashboard

The following table describes the statistics that appear in the Accounts Dashboard window.

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titleField Description


Total AccountsTotal number of accounts.
Accounts CreatedTotal number of accounts created.
Accounts with Open TicketsTotal number of accounts containing open tickets.
Accounts with Completed TicketsTotal number of accounts containing completed tickets.
VolumeVolume chart of accounts (total and completed).
Peak HoursPeak-hour chart of accounts.
Peak DaysPeak-day chart of accounts.
AgentsTop agents chart.
Agent TeamsTop agent teams chart.
AccountsTable of accounts.




Expand
titleImporting Accounts


Note

Before you begin, ensure the following:

  • Each account record in the file that you want to import contains a name for the account.
  • File size is not more than 15 MB.
  1. On the Accounts tab, click the Settings icon (), and then click Import Accounts.
    Alternatively, on the Accounts menu, you can click Import Accounts.
    The Import Accounts window appears.
  2. Specify values in the following fields:
    • File: Click , and then select the file containing the account data that you want to import.

    • Input Filter: Select an Input Filter (a predefined format to import the data in the file).

      Info
      • Ensure that the format of the file that you select in the File field corresponds to the format of the selected Input Filter. 
      • Only the Input Filters whose target is Account are available in the Input Filter field.
      • For information about Input Filter, see Input Filter.


  3. Click Import.

    Info

    You can view details such as the status of the import or the date and time when the import started or ended in the User Tasks window. This window appears when you go to User Tasks. In the window, the account import task is identified by the value ACCOUNT_IMPORT in the Operation column.

    A message stating the data was imported appears. The accounts from the file appear in the table in the Accounts window.


Expand
titleExporting Accounts


Note
  • The accounts that are exported depend on the view that you have selected.
  • If the search box displays the name Select a predefined view, all accounts appear in the table.
  • If you want to export the accounts associated with a specific account view (filer), in the search box, select the required view.
  • If you want to export all accounts, in the search box, click the Clear Account View icon ().

Click the Settings icon (), and then click Export Accounts.
Alternatively, on the Accounts menu, you can click Import Accounts.
A CSV file containing all accounts from the LVP based on the selected view is downloaded.


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