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.