When e-mailing from Supportworks you need to ensure that you e-mail the correct person. The instructions below can help ensure that you achieve this.
Access the global address book by clicking on the To... icon as seen below.
In the Type recipient to search for: field enter the name you are looking for. Note: Look for their name as it appears in official records. For example if they go by Jim they are probably listed as James.
To narrow down on the desired recipient when you select the recipient right click on the listing you are interested and then click on properties, as seen below:
Here you can verify the properties eliminating the accidental use of a login name as the recipient address as seen below:
Click Close and return to your e-mail.
Note: Customer replies to e-mail are sent to the FrontLine. A FrontLine agent will copy and paste the response into the related call as an update.
To create your own e-mail templates, click here.