Helpdesk 101
Getting started with our helpdesk software
Can I use email to reply to a ticket?
Email Integration with Support Tickets Yes! Email integration is one of the most convenient ways to manage your support tickets. How Email Integration Works • Reply to any support email to add to your ticket • Create new tickets by emailing our support address • Receive updates automatically via ...
How do I close my batch?
Go to the "Currency" iconVerify the information and then press the Close Batch buttonThen, Juice will display a batch summary. The report option also will print an end-of-shift report.
How do I create an arrears?
Select the Account from the Account search screen. From the Account screen, select the Arrears tab.Click the “New Arrears” button. This will bring up the input form. From the drop down items, select the Arrears type, payment plan, and amount. Optionally you can set a future start date (defaults t...
How to move-out and close an account?
Use the Account search screen from the main menu to locate and open the account screen.From the Accout screen, click on the Control tab:From the Control left-hand menu, select Move-OutClick on the Move-Out button once you have confirmed the information is correct.You will now see an Inactive noti...
How to search for an account?
From the main menu, select Accounts. This will bring up an interface where you can search by Account Number, Name, etc. The screen will filter results as you type. Note that you can also select whether you want only active accounts.
How to Update the Location for a Meter?
Use "Meters" from the Main Menu to search for the meter you want to assign to the account.Note that you can't change a Meter's assigned Location on an active account. In this case, you need to close the Account before changing the Location.Enter the meter serial number and select the meter you wa...
What is a ticket? Is it the same as a request?
Understanding Support Tickets A ticket is our technical term for any support request, question, or issue you submit to our helpdesk system. Think of it as a digital record that tracks your interaction with our support team. Ticket vs Request Yes, a ticket and a request are essentially the same th...
What personal information are you tracking?
Privacy and Data Protection We are committed to protecting your privacy and being transparent about what data we collect and how we use it. Information We Collect • Account Information - Name, email, company details • Support Interactions - Tickets, communications, and resolution history • Usage ...