Supportworks - Assigning a Call | Office of Information Technology

Supportworks - Assigning a Call

Last Updated: 08/19/2015
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Overview

The following documentation goes through the process of assigning a call in Supportworks step-by-step. In order to assign a Supportworks call, you must first access the call details. To learn how to do this, please consult the documentation labeled Accessing a Call.

This tutorial is operating system independent.

Step 1

Access the call details for your desired Supportworks call (Accessing a Supportworks Call documentation).

Step 2

Click the Update Call button at the bottom of your window.

Step 3

From the Service Level Agreement drop-down menu choose the group that the call is being assigned to.

Step 4

Type in the reason that the call is being assigned to a particular group, in the Action Description textbox, and check the Email customer checkbox to inform the customer of the new SLA.

Step 5

Click Update and Assign.

Step 6

Find the group that you would like to assign the call to, select them and then click OK.

Step 7

When your email 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 email with some sort of salutation and your full name. Then click Send.

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