This feature's purpose is to provide an added tool via which hands-on managers can more effectively minimize average Turn-Around-Times (TAT) -- define...

Thanks to an integration with Service Company Solutions (SCS), you can now view and listen to recorded telephone calls from within ServiceDesk! In bot...

POTS stands for “Plain-Old-Telephone-System.” It refers to the kind of system that preceded the Internet. (Since the internet became so ubiquitous, th...

This document was created to help you understand how ServiceDesk prices parts. The ultimate purpose is to help you get precisely the prices you want i...

Please note this manual has a companion/counterpart in the  Auto-Dialer Handbook . Arguably, one handbook might have incorporated instructions to cove...

This feature adds a Notice section (aka "Bulletin Board") to the right of the Callsheets in your standard ServiceDesk interface. Here's an example: Op...

There are instances where a job may contain more than fifteen parts used for the repair. This guide will assist you through the process of handling th...

To create an Ad List for your standard Source of Business survey, follow the steps below. Open the SD_Tools program (located in your SD folder). Se...

ServiceDesk has a plethora of exports, available from a variety of contexts. From day one, it’s been our practice to add exports as users request them...

Rossware systems offer a plethora of automated and semi-automated customer communications (whether by email, SMS, or robocalling) that are specificall...

From an early stage, we’ve included in ServiceDesk’s Finished-Forms the ability to use graphic images as part of the “printed” output. Typically, grap...

A quick reference list of the Function Keys with Modifiers and what they do. No Modifier F1 - Item Find F2 - Time Clock F3 - Accounts Receivable F4...

You can adjust the quantity of days before a WipAlert is generated for JobRecords in specific statuses. Open the Notepad program or other similar simp...

This article will describe what conditions need to be met in order for ServiceDesk to display a clock-in prompt when starting ServiceDesk. In order to...

Effective 8/22/11, SBDL inserts the SB DispatchID number in both traditional locations and in the MoreInfo section of each dispatch-related Callsheet....

As mentioned elsewhere, it is not intended that ServiceDesk will replace whatever system you have used (or, if you’re a new company,  will  use) for w...

If you did not already know, SD's ZoneScheduler system allows you to divide your territory into multiple zones (any quantity between 1 and 30, with ea...

If you are at home or on vacation and want to do work in ServiceDesk (or within anything else that’s installed-on or is otherwise available from wit...

This feature was added September of '09, and the first thing we want you to know is: There’s a very strong chance you don’t need it. After all, hundre...

Though something of an accounting nuisance, parts credits are not a nightmare. We simply must understand what we’re dealing with. First (and by way of...

To create the file: Open a new document in Excel; Use a single line with three columns for each part number you want to call attention to. In the firs...

Any business that is today still hand-writing basic order information onto its invoices is, well, not exactly modern. With ServiceDesk, in contrast, y...

The electronic Rolodex was added to ServiceDesk in February 2010. It may be accessed via File Functions in the MainMenu, or via the quick key combo Sh...

Introduced in March 2020, this new feature enhances ServiceDesk's capabilities beyond routing-sequence optimization. Previously, the system could only...

The Security Settings Form creates and administrates user permissions for password-protected SD-Security contexts. Access the Security Settings Form b...

The general idea, for this feature, is you’re going to the website of a parts vendor to order parts. In ServiceDesk, you’re using the F8 PartsProcess ...

This feature was added September 2012. Its creation was triggered by anew (and very large) user that had an extremely complex compensation plan. Diffe...

Managing Sales-Tax Liabilities in ServiceDesk ​ For many, sales tax matters are easy. For many others, they are not. It depends on what the applicable...

In June of 2002 we introduced a new method for scheduling and apportioning appointments. The immediate impetus for this development came via servicers...