Replying the Contact

 

Sending a response to the contact is required when a new request is received. Also, when a support rep is ready to close a request, the same can be notified to the contact so that if the contact has any concerns about the same, he/she can raise. The support rep can then address the same and close the request after the contact is completely satisfied with the way his/her request has been attended to.

 

To respond to the contact

  1. Log in to the SupportCenter Plus application using your user name and password.
  2. Click the Request tab in the header pane.
  3. Click the Title of the request in the requests list page.
  4. In the View Request page, click Reply button just below the Request Description or the Reply the Contact link on the right-side Tasks block, under Notify. This opens the Mail to the Contact form.
  5. Edit the Subject and Description of the e-mail.
  6. Click Attach a File button to add files as attachments to the mail.
  7. Click Send. An e-mail is sent to the contact. If you want to send the same information to more than one person, then enter the e-mail IDs of those people in the To or CC field with comma as a separator.

The responses that have been sent to the contact can be viewed as conversations in the request details view.

 

By default, the email editor will be in HTML format. If you do not want the mail in HTML format, then select the radio button Plain Text. A confirmation dialog will open. Click OK to continue changing the editor to plain text.

 

Warning: While editing the subject of the e-mail, ensure that the request ID value remains intact with the # symbols beside it. Else, the threading of requests may not be proper.

 



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