You can also notify the support rep through SMS when a new request or an already existing request is assigned to him/her using this option.
To send an SMS to a support rep,
Click the Request tab in the header pane to open the request list view page.
Click the Subject link of the request to be replied.
From the request details page, select Reply drop down menu -> SMS the Support Rep option. The Mail to Support Rep form pops up.
The From address is pre populated with the Reply-To mail address configured under Mail Configurations under Admin module.
If the SMS Id of the contact is specified in the application then the same is populated in the To field.
You can also send the same information to more than one person by specifying the SMS Ids in CC field.
If you do not wish to disclose the recipient then specify the SMS Ids in the BCC field.
The Subject field is pre populated with the request Id.
The Description contains the contact name, due by date and title of the request. You can modify the Subject and Description as required.
Click Attach File(s) to add files as attachments to the mail.
Click Send. You have an option to Save the request as draft and Save and Send the request for review. The email saved as drafts can be viewed, edited, deleted and sent for review from the request details page.