SMS the Support Rep

 

ManageEngine SupportCenter Plus enables you to notify a support rep through SMS also.

 

To send an SMS to a support rep

  1. Log in to SupportCenter Plus using your user name and password.
  2. Click the Requests tab in the header pane.
  3. Click the request Title which is assigned to the support rep whom you wish to notify through an SMS.
  4. In the View Request page, on the right side under Notify, click SMS the Support Rep. The Mail to Support Rep window opens with the To address displayed as <mobile number>@<service provider>.com. You can configure the service provider details in the admin configurations.
  5. You can add your message to this or edit the description to contain only those information that you wish to send.
  6. Click Send. A message is displayed in the window, stating that the SMS is sent.
  7. Click Close. This closes the notification window.

The SMS notification sent can be viewed in the Notification History. To view this

  1. Click the History tab in the request details page.
  2. Click the link Notification History at the top right corner of the center pane. This will open the notification history just below the request details.
  3. To get back to contact conversations, click the link Contact Conversations.


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