The Service Desk 2.0 solution is designed for receiving and processing service requests. It also allows you to set the cost of service delivery and adjust it based on working conditions and client preferences. Service cost management is handled through contracts.
To enable a client to submit service requests, you must first sign a contract with them. This contract defines the cost and scope of work, as well as the period during which the client can request support services.
Some services may require multiple stages to complete. These can be accounted for in the contract by specifying service periods—including the work itself, its duration, and cost. The cost of service periods is included in the total service cost.
You can offer services at a standard rate or negotiate custom terms with the client. The service price is specified in a price list, which can be created in advance or during contract setup.
This way, in the ServiceDesk workspace, you can define service prices, record them in a contract, and receive requests from the client under the agreed terms.
The following apps are used for this process:
- Price List Types and Price Lists. Directories maintained by the system administrator or designated employee. Used to define the cost of specific services.
- Contracts. An app for creating and storing contracts, as well as tracking their validity periods.
- Service period. a directory accessible only to the system administrator. It stores entries with the name, duration, and cost of contract-related work. A service period is created only within a contract.
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