Supportworks - Sending E-mail to Customers

Last Updated: 04/28/2015
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Overview

You can dispatch e-mail to a customer during any action you make on a Supportworks call. The instructions below demonstrate how to dispatch e-mail while making an update to a call.

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

Step 1

In the Update Call window, check mark the Email customer box, as shown below:

Step 2

After you have written an update description and check marked the Email customer box, click on either Update or Update and Assign.

Step 3

A Compose New Message window will open within Supportworks. This is a Supportworks Email client, and is not Microsoft Outlook. The default template will appear, as well as the customer information, update description, and call reference number. You can edit this information to your liking.

Step 4

When the email is ready to send to the customer, click Send.

Step 5

Once the email has been sent, you will notice an arrow next to the entry in your Call Diary. This arrow indicates email associated with this action.

Step 6

To view the email, click on the Attachments tab.

Step 7

Double-click on the email you wish to view.

Step 8

A window displaying the email you sent will appear.

Note: Customer replies to email are sent to the IT Service Center. An IT Help Desk Analyst will copy and paste the response into the related call as an update.

To create your own email templates, click here.

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