| Title | Created | Resolved | |
|---|---|---|---|
| Service Maintenance: Router Upgrade (Network Outages) | Thursday, May 30, 2013 - 6:00am | Thursday, May 30, 2013 - 7:00am | VIEW |
Supportworks - Sending E-mail to Customers
Overview
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.
Click image to view larger version.
Step 1
In the Update Call window, check mark the E-mail customer box, as shown below:
Click image to view larger version.
Step 2
After you have written an update description and check marked the E-mail customer box, click on either Update or Update and Assign.
Click image to view larger version.
Step 3
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.
Click image to view larger version.
Step 4
When the e-mail is ready to send to the customer, click Send.
Click image to view larger version.
Step 5
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.
Click image to view larger version.
Step 6
To view the e-mail, click on the Attachments tab.
Step 7
Double-click on the e-mail you wish to view.
Click image to view larger version.
Step 8
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.
Related Tutorial(s)
BACK TO TOP