You can dispatch e-mail to a customer during any action you make on a Supportworks call. The instructions below demonstrate how to dispatch e-mail while making an update to a call.
In the Update Call window, check mark the E-mail customer box, as shown below:
After you have written an update description and check marked the E-mail customer box, click on either Update or Update and Assign.
A Compose New Message window will open within Supportworks. This is a Supportworks E-mail client, and is not Microsoft Outlook. The default template will appear, as well as the customer information, update description, and call reference number. You can edit this information to your liking.
When the e-mail is ready to send to the customer, click Send.
Once the e-mail has been sent, you will notice an arrow next to the entry in your Call Diary. This arrow indicates e-mail associated with this action.
Double-click on the e-mail you wish to view.
A window displaying the e-mail you sent will appear.
Note: Customer replies to e-mail are sent to the IT Service Center. An IT Help Desk Analyst will copy and paste the response into the related call as an update.
To create your own e-mail templates, click here.