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 ...
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 ...
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 ...
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 ...
Add tags to a request in order to group them on a specific criteria. You can perform a global search for requests based on their tags. You can add up to 10 tags to a request. To add a tag to the request, open the request details page. Hover over Tags ...