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.
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.
To pick up a request,
Click Pick up in the header of the request details page.
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.