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 v...

How do I close my batch?

Go to the "Currency" icon Verify the information and then press the Close Batch button Then, 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...

How do I pay off an arrears from wallet funds?

Arrears collection is automatic, based on the amount set to collect from each top-up (percentage based). In certain cases a customer or the utility may want to use wallet funds to pay off an arrears. To do this, the customer must first have available funds in their wallet. Open the arrears item ...

How do I sent a customer an invite to the portal?

In order to invite a customer to sign up for the customer portal, you first need to have an SMS and/or email present on the account. To update this, go to the edit tab: Once you confirm the SMS or email is set, go to the Invite tab for the account: From here you can send the customer an invitat...

How do I view and export transactions?

For staff with 'transaction_export' permission, an item called Transactions will appear on the main top menu bar. From this tab you will see the screen below. You can filter by: External ID ⇒ the unique transaction ID Login ⇒ system user that did the transaction Account ⇒ transactions for a ...

How do I write-off an arrears?

Write off an arrears when you've decided not to collect part or all of a balance. The reason you choose drives the GL coding, so the amount lands in the right account, and the write-off is recorded as a transaction with its own receipt. You can write off the full balance or just a portion. Open ...

How to change an account's tariff?

First search for the account and open the account view buy clicking on the account number. This will open the account page: From the account page, you can verify which tariff is set by looking at the upper left corner under the Tariff Name. To change the tariff: Click on the control tab Select...

How to create a customer?

From the main menu, select Customers. From here press the Create Customer button. In the customer create form, you will set the Customer External ID, which is the unique identifier for the Customer used by the client. It is typically the customer ID from the CIS system. Enter the billing address...

How to create a Location?

The Location is the premise associated with the Account where a Meter is installed. To create a Location, go to Locations on the main menu and select the Create Location button. From the Create Location form, enter the External ID that is used by the client to identify the location. The is typic...

How to create an AMI Meter?

To create a Meter, go the Meters on the main menu bar and select the Create Meter button. Select AMI Meter to add a smart meter. In the create form, there are three keys pieces of information: External ID ⇒ This is the client unique identifier for the meter. Serial Number ⇒ This is what is u...

How to do an arrears vend?

1. Go to the account you want to advance. 2. Select the Quick Pay button at the top-left 3. From the Quick Pay menu, select the Cash Advance (Arrears) option on the radio dial. 4. Enter the Amount and select Next to complete the transaction.

How to make payment arranges with a customers?

It's common to use the Juice system to collect legacy consumer arrears, in fact reducing accounts receivable is the key driver for PAYG ROI. For example, it's not unusual for a postpaid customer to be two, three or more months in arrears when they migrate to PAYG. There are two approaches used ...

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-Out Click on the Move-Out button once you have confirmed the information is correct. You will now see an Inact...

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 yo...

Vendor Connect: How to do a Top-Up?

Account Search And Vending Once. you are logged on, you will see an account search screen. Enter the account, name, SMS, or meter serial number to find an account. Once you find and select it, you will be taken to the vending page. From the vending page, you can select the type of payment and ...

Vendor Connect: Overview

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...

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 • Usa...