Introduction

This Functional Specification is for Client Section. From this Section, Clients of The Company can communicate with The Company.

The URL and Login details for the Corpcom will be mailed separately.

When Corpcom Administrator creates any client in the Corpcom, a welcome mail is sent automatically to that Client, having his username and password. Clients have to supply those login details here to enter this section.

On clicking the Client Login on the index page, we get the following screen.

We will see all the sub sections of Client Section one by one in the subsequent discussion.

Following are the terminology used in the following sections-

All tickets can have one of the 6 status specified below at a given time-

1) Replied: (When an unreplied ticket is replied)

2) Un-replied: (Default status of new tickets. Also when a replied ticket or solved ticket is replied)

3) Solved: (This status "solved" is set when YOU click the CHECKBOX while replying the ticket. Only recipient of the ticket can SOLVE the ticket.

4) Confirmed: The ticket is confirmed, when the originator of the ticket confirms ‘solved’ tickets. Once confirmed, that ticket thread is complete and no further communication is allowed in that thread.

5) Time Out: (These are tickets, which are exceeding the normal timeline set by you or for you. (This should be given the top priority)

6) Transferred: Tickets transferred from one Ticket Type to another ticket type.

In the Client Section, There are three major sub sections:

1) Ticket outbox

2) Ticket Inbox

3) Notice Board.

4) Create ticket

So we will start from first.

1. Ticket outbox

Clicking on Ticket Outbox, we get the following screen.

In this section, all the tickets, generated by THIS Client for the Company, will be displayed. It’s just as any other email Outbox.

Click on any subject to view the complete thread of that ticket.

1. Replying/Updating Existing Ticket:

In replying the existing ticket, we have multiple options. Simply view the tickets under the category ‘Unreplied’, ‘Replied’, ‘Solved’ and decide upon whether you need to update/Reply those tickets. We can reply tickets or add messages to our own generated ticket at point of time provided they do not fall under the category " confirmed".

Above categories give clear vision as to which tickets needs you attention. Simply click on the ticket subject and this will open the ticket in editor mode for you to add the messages/replies to it.

2. Marking ticket as Confirmed:

In case, if the originator of the ticket is satisfied, he will choose to click "Confirmed”. This will mark the status of the Ticket as CONFIRMED. Only ‘Solved’ and ‘Replied’ tickets can be confirmed. The originator of the ticket is you for all the tickets

under TICKET OUTBOX.

2. Ticket Inbox

On clicking the Ticket Inbox option, we get the following screen.

In the section we can see all the tickets sent to The Client from the Company.

One important thing is you can see which tickets the recipient reads in your outbox. The ticket subject in bold means it’s not read yet, otherwise its read.

1. Marking ticket as Solved:

While replying you can choose to Click "Solved” for marking the ticket as SOLVED. Here the originator of the ticket can always choose not to mark the ticket, as “SOLVED" if he is still not satisfy. For all the tickets under TICKET INBOX, you can set the status as ‘solved’.

3. Notice Board

On clicking the Notice Board, we get the following screen.

Notice Board means all the notices generated by the Company for the Client. These are the messages in common to a POST OR multiple POSTS. You should everyday check for these notices. Notices means Announcements or Messages from the company to its Clients. If you wish to add feedback to the notice, simply click on the subject and it will open that for you in the editor mode.

4. Create Ticket

On clicking the NEW TICKET option, we get the following screen.

In this section, you can create ticket under any ticket type. You have to specify any Ticket type for this Ticket, from the list of ticket types provided by the Company.

Next, type in the subject of the ticket and the message in the specified area. Finally click on ‘Submit’ to create the ticket.