IssueBreeze Training Videos

Are you new to IssueBreeze and need assistance with setting it up? On our online help site, we have created a series of short setup videos for IssueBreeze. These videos will jump start your setup by showing you what to do to get things started.

These training videos cover the following topics.
1. Making ACL system users
2. Making System Email Messages
3. Making Queues
4. Adding Escalations to Queues
5. Making Stages
6. Making Resolve Codes
7. Making Predefined Comments
8. Making batch jobs
9. Creating a service request

We also have included the training scripts that most of the videos were made from if you prefer to read the setup rather that viewing them. There is also a more detailed setup document under the download book on our help text site. To review the  setup videos and other items, just click on the link below.
http://help.issuebreeze.com/

Finding what you need in IssueBreeze

IssueBreeze has an advanced search system that allows you several options for locating the data you are searching for. The primary search is located on the far right hand side of the Main Menu bar as seen below. The Quick Find will search all of the listed records simultaneously and searches every field in each of those records.

You can perform a search in the Quick Find box in a couple of ways:
1.  A simple search can consist of any value you would like to search all fields for. For example, if you wanted to find all instances of records containing the name John Smith you could simply enter “John Smith” into the box. The Global Search will find any record that contained the name “John Smith” within all of the forms simultaneously. These results can be viewed by clicking on each of them in the Quick Find Results window.
2.  A more advanced search can be run by using identifiers in your search. The syntax for an advanced search is “FORM=formname FIELD fieldname=value (see below for  Search Fields by Form). For example, if you only wanted to search records where John Smith was the resolver you would enter: FORM = Queue FIELD resolver=John Smith, or if you wanted to run a search for all records where John Doe is the manager you would enter: FIELD manager=Jane Doe.
3. You can also use operators such as AND and OR. For example, if you wanted to find all records containing both John Smith and Jane Doe you could simply enter: John Smith AND Jane Doe. If you wanted to search all records that had either John Smith or Jane Doe as resolver, you would enter: FORM =  Queue FIELD resolver=John Smith OR Jane Doe.

So as you can see, IssueBreeze makes searching a breeze! We hope that this post will help you to “find” what you are looking for in IssueBreeze. For more information on IssueBreeze search feature go to: http://help.issuebreeze.com/.

How IssueBreeze Automates Email Ticket Creation

IssueBreeze service requests can be generated automatically when an email is submitted to an Aexxis email server. Once the ticket is created, it will be processed according to your specifications and put into the proper Queue, Priority level, and sends out the appropriate system email alerts.

Here is a brief overview of how this process works:

1.  The Client creates a support, customer service, or task email box for his company.  (Example: support@yourcompanyname.com)
2.  The Client forwards all emails from that email box to a specific email box assigned to them on an Aexxis mail server. Please contact Aexxis to set this email account up for your.  (Example: mail\aexxis.supportforyourcomp.nsf on atlmailsrv1/rsglobal)
3.  IssueBreeze program runs a ticket retrieval batch job that looks for emails in your Aexxis support email box and creates tickets in the corresponding queue for that mailbox. The email field are linked to the following fields in the ticket:

a. Name, email address are entered (IssueBreeze keeps track of the original
sender)
b. Subject line corresponds to Brief Description field
c. Message field corresponds to Details field
d. Email attachments will be automatically attached under the Attachments
tab

4. This feature is typically done from one central email account. When those emails become tickets into a general support queue, someone (a manager, supervisor, or secretary) needs to sort thru the tickets and assign them into other queues and/or to the appropriate resolver and/or manager.

a. However, multiple email accounts can be created, for the client’s company, to submit emails into multiple queues in IssueBreeze. Each support email box requires its own corresponding email box on the Aexxis email server.

Once a ticket is created, it becomes traceable and detailed reports can be run on it for your organization. The automated ticket creation process is a great option in addition to, or in place of, call-in requests where your help desk staff has to create tickets manually. Please contact Aexxis support for help to configure your IssueBreeze account to automatically create tickets from emails.

IssueBreeze – Structured Workflow

We all want to see our business grow. However as it grows, there is a great need for more organization and structure. Why? Because it becomes easier for important things to be overlooked, put on a back burner, or for our employees to be duplicating their effort due to lack of organization.

IssueBreeze was designed to fill the needs of the growing business. It gives you a structured and organized way to manage all of your external customer issues and internal company issues.

Tickets are listed in priority order, so that the most important issue, customer, or task is right where it should be – at the top of the list! You can create as many queues, as needed. Also there is no limit on comments, attachments or the amount of the database that you use. So whether you are a start-up or large business enterprise, you will never outgrow IssueBreeze!

One thing that all growing companies share is the ever increasing need to quickly resolve customer service issues. Keeping your customer with you is the life blood of your business. IssueBreeze does an excellent job in assisting business to keep a structured workflow and to quickly resolve your customer issues.We have worked with many growing businesses and we look forward to work with yours as well.

IssueBreeze – Escalating your Customer Issues

Does your company need an automated solution for notifying your customers, employees, or managers that the stage, priority, of their issue or task has been escalated or changed?

IssueBreeze uses escalations to elevate the priority of a ticket when they have not been worked. Escalation periods can be created by the user in minutes, hours, days or months.

Also, an escalation may be set to increase the priority of a ticket by progressive increments. These are increments in priority. They are: normal, high, priority, urgent, and immediate.

We all need reminders. With IssueBreeze you will never overlook another customer issue or important company task again! So always remember, that satisfying your customers concerns is the number one concern! IssueBreeze makes that easy with automated escalations.

OrangeCRM Updated Web site Launched!

Have you heard the latest news? Aexxis LLC is pleased to announce the launch of their updated OrangeCRM web site on January 1, 2012. OrangeCRM and IssueBreeze were both designed and developed by Aexxis LLC. They work seamlessly together!

OrangeCRM is an amazingly flexible and scalable, enterprise quality CRM that runs your continuity, subscription or direct marketing business. Our mission is to provide our customers with the necessary tools to successfully start, maintain and expand their continuity business and programs.

This updated web site includes a number of new attractive features:

1. We had added a cool scheduling tool for general questions, demo requests, and training.

2. Our visitors can now give us their suggestions for our web site via the customer design driven feedback button on the front page.

3. We have added a new Buy page that explains our three pricing plans and our no risk, proof of concept!

4. There are several new pages that explains, in depth, the main features of OrangeCRM.

5. We have added feeds and links from and to our social media sites:  FaceBook, Twitter, and a very helpful new CRM industry blog.

6. Additionally, we have built out our partners page which lists, a wide variety of companies that we have worked with or integrated into our CRM software.

7. Last, but not least, we have added several new support and contact options on our Support page to make it easier for our customers to contact us.

We look forward to you visiting our updated web site and encourage you to contact us if you have any questions about OrangeCRM. See contact information below.

For more information, please visit our website www.orangecrm.com or contact us at support@orangecrm.com. Our mailing address is: 10550 Independence Pointe Pkwy – Suite 201, Matthews, NC 28105. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies.

IssueBreeze ACL user recommendations

IssueBreeze takes user security seriously. Therefore, we recommend the following for all Access Control List users (ACL) in IssueBreeze:

1. Never use generic or alias user names for your system users.
2. All  ACL users should be assigned user names that corresponds with their real names.
3. Keep the same syntax for all users. For example, first initial and full last name or last name initial and full first name.  (nbarnes or normanb)
4. ACL users should change their passwords once every few months or per your company security policy.
5. System administrators should periodically review the ACL user list to verify if any system users roles have changed and need  to be modified.
6. Immediately remove system users who have left the company or no longer need access to IssueBreeze.

These recommendations will help to prevent unauthorized system access and will limit unnecessary security issues from developing.

IssueBreeze Customer Satisfaction Survey

We would like to thank you very much for trying IssueBreeze. Please take a few minutes to help us to improve our support and software by taking a brief survey. We look forward to hearing your thoughts.

1. What features did you like the most or least while using IssueBreeze? (Explain)
2. How would you rate IssueBreeze: ease of use, setup, and training? (1 to 10 – Ten highest)
3. How would you rate your overall satisfaction with our support? (1 to 10 – Ten highest)
4. Would you recommend IssueBreeze to a friend or another business? (Yes or No)Why or why not?
5. Do you plan on continuing to use IssueBreeze? (Yes or No) Why or why not?
6. Do you have any suggestions for improving our products or services? (Explain)

Aexxis LLC would like to thank you for taking time to complete our customer satisfaction survey. Have a wonderful day!