Introduction
In Naverisk, a client is a central hub for managing information about a customer, whether they are an existing customer or a potential lead. It serves as a comprehensive record where you can store and organize a wide range of data.
Key Information: Within a client record, you can save essential details like contacts, associated devices, and assets.
Billing information: It also allows you to track specific service agreements and manage any related support tickets.
Define Client-Specific Settings: Configure preferences like time zone, date and time formats, and agent update mechanisms for each client.
Organizational Structure: You can create a hierarchical client tree with sub-clients to organize customers based on their location, device types, or any other preferred method, making it easy to navigate and manage complex customer relationships.
Create a Client
Navigate to Settings > Clients & Licensing > New Client.
Once you have filled in the required details of the Client and selected Save, you will then be presented with the Clients Primary point of Contact.
Once you have completed these fields, Naverisk will create a Person under People, this will enable you to assign a Ticket to an Owner which will then populate the 'To' field when you want to email out through the Ticketing Console.
You have now created your first Client Site!
Extra configuration can be accomplished on your newly created Client. In Clients & Licensing, choose your New Client and select the green Edit arrow on the right-hand side.
You will then be provided with the screen as below:
Here you can either configure more details for your Client or edit the details you previously entered.
Delete a Client
In Settings > Clients & Licensing, find the client that you wish to remove, and click the Delete icon. You will be asked to confirm the deletion by entering the Client name. This is to protect against accidentally deleting the wrong client.
Warning: Deleting a client will also delete all contacts and devices for that client. This is permanent, and it is not possible to recover the deleted client, contacts and devices.
4.0 Client Status Setup
In Naverisk we can setup a status for your clients to reflect what your relationship status is. This status is shown next to tickets for the client and can be used to identify quickly what level of care the customer should be treated with.
To setup the Client Status, navigate to Settings > Client Status
From here, you can then select the client you wish to set your Status on. If you wish, you can edit your top-level client and have all your customers inherit those settings.
If Inherit is not used and the Client you selected does not have any pre-existing status values, then a pop-up will appear on screen, prompting you to create new statusvalues.
To create a new Status, click on the New Client Setting button in the top right.
From here, there are 4 areas that can be configured.
Value: You can setup 5 different status types for your client, by assigning it a value between 1 and 5.
Name: This is where you type the name of your Client status e.g. Good
Icon Type: From here, we can set what kind of icon we want to use.
The standard Naverisk icons can be used by using either SLA Status Code or Internal Naverisk Icons, or you can upload your own icons to use for your PR Status, or use an external file from a web address.SLA Icon: From here you can pick your preferred icon after selecting your Icon type. In the image below, the Internal Naverisk has been set as the Icon type, and you can choose any of the Icons used within Naverisk such as the maintenance mode icons.
In the below example, a client status of At Risk has been created and an uploaded custom icons has been used to represent this.
To apply this Client PR Status to a client, navigate to Settings > Clients & Licensing and click the Green arrow to edit the desired client.
Use the Client Details section, click on the drop-down for Customer PR Status and select your desired status.
You can also click on the Edit button next to Client Status to head straight to the Client Status section under Settings to edit the Status. Once you have chosen you correct Status, scroll down and click on Save.
