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Tracking customer time banks

A
Rank

We sell time banks to our customers (design support, tech support, etc.) but it is very difficult to track and more often than not we perform work for a client when they have no time left.

I am looking for a way to deduce time spent on tickets from a time bank, the ability for the agent to see how much time the client has in their bank, and ideally give warnings when there is X amount of time left in the customer's bank.

Anyone knows of any add-on that could do that? Been searching everywhere but to no avail :(


3 replies

S
Rank

Sebastian, 

Could you give one of our marketplace apps, Contract Management a try and let us know if this helps you in tracking the resources allocated for the customers? Thanks!

Suprabha, Freshdesk Community
A
Rank

Hi Suprabha,

Thank you for your answer. I did give it a try, and the app is partly what i would need but there is 2 critical element missing:

- The ability to send email alerts to specified emails (the agents doing the work have to be advised as well as the account manager to sell them more hours)

- The ability to have contracts based on types of calls as we have both Tech Support and Design hour banks. We normally filter to manage manually using the agent group selected in the time logging window

Any suggestions? 


G
Rank

Hi Suprabha,

Thank you for your answer. I did give it a try, and the app is partly what i would need but there is 2 critical element missing:

- The ability to send email alerts to specified emails (the agents doing the work have to be advised as well as the account manager to sell them more hours)
 

- The ability to have contracts based on types of calls as we have both Tech Support and Design hour banks. We normally filter to manage manually using the agent group selected in the time logging window

Any suggestions? 

 

Hi, nice to meet you

Have you found a workaround for this?

We think that maybe with the reporting section we could find by a custom field about the ticket the total of the hours reported

Thanks!

 

 

 

 

 

 

 

 

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