Supportworks - Accessing a Call

Last Updated: 05/06/2014
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Overview

The following documentation goes through the process of accessing a call in Supportworks step-by-step. There are four different methods to access a Supportworks call. The methods are accessing a call through group open calls, through helpdesk, by searching customer information, and by searching call information.

This tutorial applies to the following operating system(s):
  • WINDOWS

Step 1

Access a call through Group Open Calls (Steps 1-3)

This method is appropriate if the call has been assigned to the Group that you belong to.

Login to Supportworks. You will then be in the Supportworks today screen.

Step 2

From the Supportworks Today screen, click on My Group's Open Incidents on the right side of your screen.

Visual representation related to step 2

Step 3

You will now be in the Helpdesk screen. You will notice that the support group you are a member of will open and your name will be underlined and red. You will see the calls you own and any calls that have not been accepted by anyone in your group under the My Calls tab. Double click a call to access the call details.

*Note: To see all of your groups calls click the group name rather than just having your name selected. After clicking on your group name, click on yourself in order to perform specific actions.

Visual representation related to step 3

Step 4

Access a call through Helpdesk (Steps 4-6)

This method is appropriate if the call has been assigned to the Group that you belong to.

Login to Supportworks. You will then be in the Supportworks today screen.

Step 5

From the Supportworks Today screen, click on My Helpdesk icon on the left side menu of your screen.

Visual representation related to step 5

Step 6

You will now be in the Helpdesk screen. You will notice that the support group you are a member of will open and your name will be underlined and red. You will see the calls you own and any calls that have not been accepted by anyone in your group under the My Calls tab. Double click a call to access the call details.

*Note: To see all of your groups calls click the group name rather than just having your name selected. After clicking on your group name, click on yourself in order to perform specific actions.

Visual representation related to step 6

Step 7

Access a call by searching customer information (Steps 7-12)

Login to Supportworks. You will then be in the Supportworks today screen.

Step 8

Click on the Customers icon located on the left menu of your screen.

Visual representation related to step 8

Step 9

Enter information that you have about the customer in the given boxes then click Search Now.

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Step 10

Find the customer you are looking for from the Search Results window and click on the name.

Visual representation related to step  10

Step 11

Under Outstanding Calls locate the call you are looking for and click on the Reference Number.

Visual representation related to step 11

Step 12

When the call information loads, under Actions click Open Details.

Visual representation related to step 12

Step 13

Access a call by searching call information (Steps 13-16)

Login to Supportworks. You will then be in the Supportworks today screen.

Step 14

Click on the Search for calls icon located on the left menu of your screen.

Visual representation related to step 14

Step 15

Enter in information about the call in the given textboxes (Call Reference will be most efficient way to find a specific call) and then click Search Now.

Visual representation related to step 15

Step 16

Locate the call that you are looking for and double-click the call.

Visual representation related to step 16

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