Supportworks - Helpful E-mail Tips

Last Updated: 05/06/2014
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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.

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

Step 1

Access the global address book by clicking on the To... icon as seen below.

Visual representation related to step 1

Step 2

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.

Visual representation related to step 2

Step 3

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:

Visual representation related to step 3

Step 4

Here you can verify the properties eliminating the accidental use of a login name as the recipient address as seen below:

Visual representation related to step 4

Step 5

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.

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