Viewing Account Details in sub-tabs in Android
Agents can get a unified view of additional information associated with an account like activities, tickets, time entries, happiness ratings, contacts, products, attachment, comments and other custom modules. They can select the necessary sub-tabs to perform the following actions:
Activities - tasks, events, and calls
Agents can view and filter the tasks, events and calls associated with the contact linked to the account. They can also create new tasks and events, and schedule or manually log calls for such account.
Ticket Interaction
The ticket interaction tab provides the history of the actions taken to resolve tickets associated with the account in a timeline view. This history also includes the actions performed by the account.
Tickets
Agents can see all the tickets submitted or associated with the account and filter them as All Tickets, Open Tickets, On Hold Tickets, Overdue Tickets, and Spam Tickets. They can also add new tickets for the account.
Time Entry
Agents can see the logged time entries associated with an account's tickets or activities.
Happiness rating
The Happiness Rating tab provides a history of all the ratings and feedback given by an a contact associated with the account to the agents who resolved their tickets.
Contacts
Agents can view the contacts that are already associated with the account.
Products
Agents can view the list of products linked to the account.
Attachments
Agents can view and manage documents and files related to the account. They can also attach documents or notes that may be specific to the account for reference purpose.
Comments
Agents can read and post comments for the specific account.
Custom Sub-tabs
Agents can access the custom sub tabs created via lookup field related to the account.
The Tickets sub-tab displays tickets filtered based on the department selected before opening the account.