With this feature, you can:
- Outsource tickets to another partner
- Receive (insource) tickets from another partner
This allows for smooth cooperation between two parties using the Jifeline platform.
Follow these four steps to set it up:
1. Agree on conditions
Jifeline provides the technical ability to outsource tickets between dashboards but does not handle any other matters, such as administrative processes.
Both partners should agree on:
- Which tickets can be outsourced
- Reporting procedures
- Invoicing and payment terms
2. Request the connection
Once the terms are agreed upon, please contact us by email at support@jifeline.com.
Please include the partner you wish to collaborate with in CC as confirmation of their agreement. Jifeline Networks will then link both dashboards, enabling both partners to act as partners for each other.
3. Add each other as a customer
After Jifeline Networks has linked your dashboards, both partners need to add each other as a Customer in their Jifeline dashboard.
When creating a Customer account for a regular customer, it is necessary to add an employee account. Without an employee account, the customer will not receive emails containing login details or password reset instructions and will not be able to access the Customer Portal.
However, since this Customer account is only created for a partner collaboration, adding an employee account is not required.
4. Link the customer to the service provider
Follow these steps:
- Log in to your dashboard
- Click Settings → Insourcing Links
- Find the correct Service Provider
- Set the newly created Customer as the Target Customer
- Choose a Default Product (recommended: 100120 – Remote Diagnostic Support)
Once all steps are completed, both partners can outsource tickets to each other.