Add notes about the event if they will be helpful.Select the regarding from the custom list of typical support events.Chose the result of the support session.Chose the history type (ACT defaults to Call or Appointment, depending on the version).The elapsed time is entered into the duration. Click the end button when you’re done.Click the start button when you’re ready to begin the session.Click the F4 function key to launch the timer.Now that the Activity/History Type, the associated Results, and the list of Regardings has been create, use the ACT! timer to track the beginning and end of the event. Click OK when finished you can even add the values as you go, when the specific type of service occurs for the first time. Add the standardized values that you want to display on the list.Pick Activity Types from the flyout menu.ĪCT! custom "regarding" field for time tracking.Under the Schedule list menu, select Manage.Using the ACT! timer to track time spent, a custom Activity/History with custom results, and TopLine Dash filtered to show the custom results, you can have a log of open tickets, time spent, and support services provided within a specific time period.ĪCT! Histories are ACT! activities that have been completed, so the first step is to create a custom Activity. TopLine Dash Dashboard for tracking and reporting.If your requirements are simple, this may be all you need to get the job done effectively. Support, customer service, and trouble-ticket systems also can be designed using ACT! custom tables via a third-party program (this is also a great option, because all details sync with other ACT! data, so it’s available to remote users – another way for you to get the biggest bang for your buck from crm sales software).īut what if you’re needs are very basic? Today we’ll cook up a simple way to track time spent and manage open “trouble tickets” in ACT!, with the help of an inexpensive add-on for reporting.
When asked if Sage ACT! 1 can support time-tracking, tech support incidents, or case management, depending on requirements, the answer is either “absolutely” or “kinda sorta.” Using ACT! with some minimal addons is one way to make sure your small business crm software provides a great ROI.Ĭomprehensive support management can be integrated into ACT! using an external program such as Tele-Support HelpDesk (this is great if your tech support people don’t work in ACT! ACT! users still see the results of tech support).