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.