Supportworks - E-mail Feature

Last Updated: 05/16/2013

A useful feature has been activated within the Supportworks client software for Windows users. Analysts can email customers during any action made on a Supportworks call. This feature contributes to excellent customer support, and is also easy for an analyst to take advantage of.

Any analyst can dispatch email to the customer at any time while the call is assigned to them. This is not a default feature, so the analyst can pick and choose the appropriate time to dispatch email to the customer. A favorable time to dispatch email is when there has been an action on the call that will change the customer's expectation of service. For example, if an analyst is making an update to the call, email can be dispatched to the customer about this update.

All dispatched emails are recorded in the Call Diary, and the email can be seen in the Attachments window. This way, analysts can have records of communicating with their customers on calls.

If a customer replies to the message, email will be sent to the IT Service Center. This message will be copied and pasted into the related call as an update.

The Supportworks administrators setup default email templates for each Supportworks action. In addition to using these templates, analysts can create their own email templates.

Supportworks Email Feature

  • Only for Windows users.
  • Not turned on by default and must be selected each time an analysts wishes to dispatch an email to the customer.
  • Email can be dispatched for any action performed by the analyst.
  • A good opportunity to use the email feature is when there has been an action on the call that will change the customer's expectation of service.
  • E-mails are recorded in the Call Diary, and can be seen in the Attachments window.
  • Global templates are set up for each Supportworks action.
  • Analysts can create their own email templates.
  • Customer responses to email will be sent to the IT Service Center, and then copied and pasted into the related call as an update.