Support Groups
Support reps with the same area of expertise can be grouped into various support groups. You can configure custom groups as per your requirements.
To create a support group:
1. Go to Admin>>Users>>Support Groups.
2. Click Add New Group to go to the relevant form.
3. Now, provide the necessary details.
Name | Provide a name for the group. This is a mandatory field. |
Description | Add a relevant description. |
Support Reps | Using the multi-select pick-list add one or more support reps. |
Checkbox: Send notification to group Support Rep(s) when a new request is added to this group | Check this if specific support reps should be notified when new requests are added to this group. Also, select support reps to be notified. |
Checkbox: Send notification to support rep(s) when a request in this group is left unpicked. | Check this if specific support reps should be notified when requests are not picked up after a specific time. Also, select Select Reps and set date/time after which support reps should be notified. |
Checkbox: Send notification to group support rep(s) when a request in this group is updated. | Check this if specific support reps should be notified when a request in the group is updated. Also, select support reps to be notified. |
Group Email Configuration | Add one or more group email ids, sender name, and sender's email id. Group e-mail ID specified here should be aliased with the Mail Account specified in the Incoming Mail Server settings. |
4. Finally, Click Save.
View, edit, or delete support groups
All support groups are listed under the support group configuration page. To access it, go to Admin>>Users>>Support Groups.
To view or edit the details of a support group, click the support group name or edit icon. To edit, make necessary changes and click Save.
To delete, select the support groups using the checkboxes and click Delete.
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