Request Assignment

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

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SupportCenter Plus enables auto-assignment of requests based on various factors. Learn more about configuring support rep auto-assign here

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