Log a Call
Log a Call is an instant mode to create new requests or view existing requests when you are on a call with the customer. With log a call option, support reps can conduct a search for existing Customers/Accounts on entering the contact name, account name, phone and mobile number, job title and contract name. Also, if the contact is a first time caller, then you can enter the contact and request details using log a call for the new user. Click Log a Call button to access this option.
Search existing customers and log a call
When a call is from a known customer whose details are entered in the application, then you can conduct a quick search using the parameters like contact name, account name, phone and mobile number, job title and contract name.
The result displays the contacts and accounts. Here in the image, Acme is the account and Sharon Harper is the contact associated to the account. So on conducting a search with the account name, the account and the contacts associated to the account appears.
You can add new requests by clicking Add Request link. A new request form pops up, in which the contact name, contact details and account information are pre-filled with the corresponding values. All you need to do is enter the Request Title and Description. If you require additional details to be entered such as category, priority or assign a support rep, click Add More Details link. This takes you to the New Request form.
Apart from raising a request for a customer on call, certain contacts call to the support team to inquire updated on their ticket. With View Request link, you can check all the requests raised by the Contact or for the Account. The requests can be viewed based on filters, so you will be aware of all the open and pending requests.
Log a call for new users
If the contact is a first time caller, you can enter the contact name, contact details and the request details using Log a call for new users option. The contact name, contact details and the account mentioned in form are automatically updated in the Contacts and Accounts tab. If you require additional details to be entered such as category, priority or assign a support rep, click Add More Details link. This takes you to the New Request form. Click Save to save the request.