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 changes are made to the request.
To view other support reps working on a request:
1. Go to the Requests tab and click the subject line of the desired request.
2. In the request details page, click the collaborators icon . Here, you will see a list of all support reps who are currently viewing the request.
Also, an on-screen flash alert appears if the request is modified by other support reps when you are viewing the request.
The collaborators icon appears only when multiple support reps are viewing the same request.
Resolving a request may involve additional work such as splitting the request into smaller activities, establishing dependencies, collaborating with other support reps, etc. Some of the extended functionalities are: Notes Attachments Tasks Reminders ...
Request Custom Functions
Request custom functions can be used in business rules, request custom triggers, request life cycle, and request timer actions. Using custom functions, you can perform automated actions on requests, other modules, and external applications. Go to the ...
Request Classic View
Classic View presents the request data in a linear manner. To display requests in classic view, click the icon in the header. You can sort requests by different fields such as subject, support rep, and more by using List Settings in the header. The ...
Request Kanban View
Kanban view displays requests as organized boards. You can group requests based on priority, status, or support rep assigned to the request. Detailed information about support rep's workload can be viewed at a glance. Kanban boards simplify the ...
Request Combined View
Combined View allows you to track requests and tasks on the same page. It appears similar to the classic view but with limited filters and sorting options. To switch the request list to the combined view, click Combined View in the header. In the ...