Request Management - Extended Functionalities
Change Account
If a request has been erroneously logged-in under a different account, then you can change the account instead of creating a new request. To change account: 1. Go to the Requests tab and click the subject line of the desired request. 2. Select ...
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 ...
Request Conversations
Resolving a request may involve multiple interactions between the support rep and the contact or any other person. For easy-tracking, these interactions are saved in the conversations box. To interact with the contact who raised the request: ...
Duplicate a Request
Duplicating a request allows you to create a new request by copying the contents of an existing request. This is useful when the support rep wants to create a request similar to an existing request. To duplicate a request: 1. Go to the Requests tab ...
Merge Requests
Merging allows you to combine multiple requests into a single request. Merging creates a parent-child relationship. If request A is merged to request B, then request A is the child and request B is the parent. All-time entries, notes, conversations, ...
Linking Requests
Linking requests allows you to keep track of requests from different contacts with similar issues. Linking requests is a unidirectional operation with two entities viz. linked request and referenced request. If request A is linked to request B, then ...
Sharing a Request
You can share a request to seek assistance from other support reps or support groups. Sharing a request does not assign the request, but only provides access to the request. Access permission for a shared request will be the same as the access ...
Dependencies
You can establish a relationship between requests when resolving one of the requests is dependent on other requests. To add a dependency: 1. Go to the Requests tab and then click the subject line of the desired request. 2. Select Add Dependency ...
Reminders
Request-specific reminders are used to set time-based alerts for requested-related activities such as following up with a third-party, initiate a call-back, resuming work etc. These reminders are also added to the My Reminder(s) widget in the Home ...
Tasks
Tasks are used to split a complex request into smaller workable units. You can assign tasks to other support reps to leverage expertise from them. To add a task to a request: 1. Go to Requests tab and click the subject line of the desired request. ...
Attachments
You can add images or files as attachments to a request. To add a new attachment: 1. Go to the Requests tab and click the subject line of the desired request. 2. Click Browse Files in the Description box or select Add Attachment from the ...
Notes
You can use notes to add request-related information either for personal reference or to communicate with other support reps or contacts. To add notes: 1. Go to the Requests tab and then click the subject line of the desired request. 2. Select Add ...
Introduction
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 ...