Support Reps

Support Reps

Support reps can be added and managed by the administrator. 

 

Adding a Support Rep


To add a support rep: 

    1. Go to Admin>>Users>>Support Reps (for portal-specific support reps) or go to Global settings>>User Management>>Users (for all support reps across portals).

    2. Click Add New to go to the relevant form.

    3. Now, provide required details such as name, display name, login details etc. 

Field Name

Description

Name fields

Enter first name, middle name, last name.

Display Name

Provide a unique display name. This is a mandatory field.

Employee ID

Provide an employee id.

Job Title

Provide a job title.

Phone

To add a phone number.

Mobile

To add a mobile number.

Description

Add a relevant description.

Primary Email

Add primary email id.

Secondary Email IDs

Add secondary email ids if applicable.

SMS Email ID

To add SMS email. Provided by mobile service providers.

Cost per hour

Enter cost details of the services of the support rep

Associated Groups

To add support rep to one or more Support Groups.

Checkbox: Allowed to view Cost per hour

Check this box to allow the support rep to view the cost details of other support reps.

Checkbox: Enable login for this support rep

Check this box to create login credentials for the support rep.

Login Name

Provide a unique login name.

Password

Enter a password

Retype Password

Retype the password to confirm.

Domain

Select domain if applicable

Assigned Roles

Assign role(s) to the support rep.

 
   4.     Finally, click Save.



 

Importing Support Reps


You can also add support reps in bulk by importing from CSV or Active Directory.

 

To import from CSV: 

    1. Go to Global Settings>>User Management>>Support Reps.

    2. Click the down-arrow beside the New button and select Import from CSV.

    3. In the import wizard, select the file and click Submit.

    4. Now, map the field names with the column names in CSV and click Import. 

To import from Active Directory: 

    1. Go to Global Settings>>User Management>>Active Directory.
    2. Click Import Users.
    3. In the pop-up that appears, provide details such as Domain Name, Domain Controller, Login Name, Password, and select the required fields to be imported.
    4. Finally, click Import. 

Schedule AD Import of Support Reps

To schedule Active Directory import of support reps,
  1. Go to Admin >> Users >> Active Directory. If you have configured multiple portals, go to Global Settings >> User Management >> Active Directory.
  2. Under Import Schedule, enable the Schedule AD import once in every checkbox and enter the schedule details as shown in the screenshot below:

    1. Enter a schedule frequency in days. The Support rep details will be automatically imported during the specified timeline.

    2. Select a date from which the scheduled import must begin.

    3. Choose a time to perform the import using the drop-down and click Save.

Importing Support Rep from another Portal

You can import support reps from other portals.

 

To import go to the destination portal: 

    1. Click Admin>>Users>>Support Reps.

    2. Now, click Import Support Reps button.

    3. In the pop-up window that appears lists all support reps across portals, select one or more support reps you want to import and click Add to List.


View, edit, or delete support Reps 

 

All support reps are listed under the support reps configuration page. To access it, go to Admin>>Users>>Support Reps (for portal-specific support reps) or go to Global settings>>User Management>>Users (for all support reps across portals). 

  • To view details of a support rep, click the support rep name to go to the support rep details page.

  • To edit, click the edit icon and make necessary changes. Finally, click Save



  • To delete, select one or more support rep(s) using the checkboxes and select Delete Support Rep(s).

         


    • Related Articles

    • 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 ...
    • Support Plan

      Support Plan allows you to define the billing cycle, billing mode, charging etc.  To create a support plan:  1. Go to Admin>>Billing>>Support Plan. 2. Click Add New Support Plan to go to the relevant form 3. Now, provide the relevant details as ...
    • Support Rep Auto Assignment

      SupportCenter Plus allows you to configure automatic assignment of support reps to requests based on various criteria.   To configure Support Rep auto-assignment:  1. Go to Admin>>Users>>Support Rep Auto Assign. 2. Click the checkbox Enable Support ...
    • Request Collaboration

      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 ...
    • Two Factor Authentication

      Two-Factor Authentication    Two-factor Authentication (2FA) provides an extra layer of security for your Support Reps by mandating an additional mode of authentication along with regular passwords. Two-Factor Authentication is applicable only for ...