The following documentation goes through the process of holding a call in Supportworks step-by-step. In order to place a Supportworks call on hold, you must first access the call details. To learn how to do this, please consult the documentation labeled Accessing a Call.
Access the call details for your desired Supportworks call (Accessing a Supportworks Call documentation).
Click the Place Call On Hold button at the bottom of your Call Details window.
*Note: In order to place a call on hold you must be the owner of the call. This requires you accepting the call.
When the new window appears determine how long you would like to place a hold on the call by defining a time under Place on hold until.
Under Action Description give a description of why the call has been placed on hold.
From the options in the top right corner choose whether you would like anyone with access to Supportworks to see the update, by clicking the checkbox next to Update to be public and whether you would like to e-mail the customer by clicking the E-mail Customer checkbox. Then click Place Call on Hold.
*Note: If you chose not to e-mail the customer you are finished. If you chose to e-mail the customer go to Step 6.
When your e-mail message appears check for three things. First make sure that the customers name is capitalized. Second, make sure that the overall text of the message is presented how you would like it to appear to the customer. Third, end the e-mail with some sort of salutation and your full name. Then click Send.