Steve: One of the nice things you can do in Harmony is it has very deep custom field functionality. And the custom fields that you set up in there you can permission those to roles in the system. So you can permission “Read” and you can permission “Write” roles. And those roles include customer roles, which means you can create custom fields which the customers can get access to. So you can create things like "Customer sign-offs" and so forth.
And all those custom fields that you create in the system are all available and the searching for creating filter sets, ordinary full-text search, there are deeply integrated into the whole system.
Jimmy: Oh great. So you can pretty much customize this to suit pretty much all of your needs, right?
Steve: Yeah, absolutely. You can even create subtypes of these objects and then allocate fields to those different types of objects in there, which means you can effectively customize your forms. And the system records certain data for certain types of tickets, for example.
Jimmy: Right. So how would Harmony, for example, integrate with a customer's website so that the data being pulled into Harmony is being generated from let's say a URL on site?
Steve: Okay. Can you give me an example of the data you might be pulling in?
Jimmy: Well, let's say a type of help desk. We were getting questions from our users and how would that be syncing up within Harmony so that I can assign this to the appropriate person to answer?
Steve: Okay. That's a great question. So, one of the methods of getting data into Harmony is there's an API. So you can post anything to Harmony using the API and also query data using the API.
But for tickets, you can also take tickets via email. So you can attach Harmony to a mailbox. That will pull the mailbox and it will create tickets within Harmony for you and you can set up routine roles within Harmony that say if the ticket is related to a certain customer or contains a certain text, then route that ticket to a particular team or person. So you can take emails in from different sources and then categorize the ticket according to where they're coming from.
Jimmy: And where would all these information show up?
Steve: They all come into your ticket list.
Steve: Typically, when calls come in, a ticket will be created. You'd have a filter in here that says there's a new ticket that's haven’t been assigned yet. You could also refresh that if you want and keep in up on your board on the wall. And also, when it comes in, it will send an email to the team or person that it has been routed to, saying there's a new call that has been created.
So, you monitor these cues and pick up on the tickets and move them through the flow. And then, in the reporting, you can look at the number of tickets that are open any particular time and reports tells how many are being closed each month and so forth and so on.
There's a particularly useful one with tickets statistics. So I can look at different types of tickets and see the trending of my statistics and how many are being closing and opening over time.