Request Assignment
Each request must be assigned to a support rep, who will be responsible to resolve the request within the given time. Support reps can also pick up a request for themselves.
You can assign a request in two methods:
From the request list view page
From the request details page
To assign a request from the list view page,
Click the Assigned to drop-down of the desired request.
Select the Group and the Support rep to assign the request from the drop-down.
Click Assign.
Note that you can assign a request without selecting the group.
To assign a support rep from the request details page,
Click Assign in the request details page of the desired request.
Select the Group and the Support Rep to assign the request from the drop-down.
Click Assign.
To pick up a request,
Click Pick up in the header of the request details page.
OR
Click Assigned to in the request list view page and choose your name in the support rep drop-down. Click Save.
Auto-Assignment of Requests
SupportCenter Plus enables auto-assignment of requests based on various factors. Learn more about configuring support rep auto-assign here.
Related Articles
Support Rep Auto Assignment
SupportCenter Plus allows you to configure automatic assignment of support reps to requests based on various criteria. To configure Support Rep auto-assignment: 1. Go to Admin>>Users>>Support Rep Auto Assign. 2. Click the checkbox Enable Support ...Request Level
Request level is a measure used to indicate the complexity of a request. This helps in the assignment of requests to competent support reps. By default, there are four levels. You can custom create new levels. The default levels in the increasing ...Request Type
SupportCenter Plus offers two default request types namely, Incident and Request for Information. The former is used to create requests for errors, faults etc and the latter is used to get information such as help, how-tos etc. You can also create ...Request Collaboration
When multiple support reps access the same request, there is a possibility that conflicting changes are being made. To avoid this, SupportCenter Plus allows you to view all support reps who are currently working on the request and receive alerts when ...Request Properties
Request properties are additional information about a request which aids in the automation of the request workflow. In this page, we will discuss the request properties in detail. Created By This refers to the user who has raised the request. Learn ...