Due to the Good Friday holiday, many of our employees are taking time off to be with their friends and family.
Please allow for a slower than normal response time. If you have a site issue that needs immediate attention, please submit a site down ticket as these always get priority.

Service Tickets for v12

Modified on Fri, 08 Mar 2024 at 04:27 PM

This feature requires AIM v12. If you're running an older version of AIM, please contact Tri-Tech to get up to date.


A second requirement of this feature is that you are subscribed to the Active-e Service Ticket service.


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Get an Email Notification

To submit a service ticket, customers can visit yourstore.com/aeserviceticket. When a customer submits a service ticket, you can choose to get an email notification by altering these settings: 


  • AIM.ServiceRequest.Notification.Email - enter up to 2 email addresses, separated by a comma.


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The Service ticket page display will vary based on whether or not the customer is logged in. There are a few areas on the page that can be customized in topics (Content > Manage Topics) in your admin console (yourstore.com/aesys)


Anonymous users will see this: 



Logged in customers will see this: 


You can also adjust the content that shows up in the modal window when a user clicks the serial number tooltip: 



To see a list of other editable text throughout this feature, you can also search prompts (Content > Manage Prompts) in your admin console for:

  1. aeServiceticket
  2. aeApproveEstimate


Once an estimate request is reviewed in AIM and sent to the customer, they can visit yourstore.com/aeapproveestimate to review, and Approve or Decline. The Notes and Description fields from AIM are visible to the customer here:



The logged in customer will see this on the portal: 


It is now possible to require a Credit Card be entered prior to approving an estimate.


If this feature is configured (through new setting Edition.Service.RequireCreditForApproval) then a credit card entry/selection popup will require the customer to enter payment information before the estimate can be completed.


Saved cards on that account can be selected or a new card can be entered.

If a new card is entered, an email notification will be sent to an administrator account. New cards entered this way will include a Nick Name with the service reference number, helping administrators to match up credit cards with specific tickets.








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