Supportworks - Assigning a Call

Last Updated: 05/06/2014

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.

Visual representation related to step 2

Step 3

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

Visual representation related to step 3

Step 4

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

Visual representation related to step 4

Step 5

Click Update and Assign.

Visual representation related to step 5

Step 6

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

Visual representation related to step 6

Step 7

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.

Visual representation related to step 7


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