SupportCenter Plus

    Request Details Page

    The View Request page organizes the details of the request in a logical manner. To view the details of a request,

    1. Click on the Request tab in the header pane to open the request list view page.

    2. Click on the Subject link of the request to be viewed. The View Request page opens.

     

    If you have added any notifications under contracts to notify the support rep, and any advisory added to the account, the same can be viewed at the top of the request details page. The various notifications shown in the Request Details page are: advisory note added to the account, notification stating the remaining hours/incidents left for the contract, contract expiry notification, and contract renewed notification.

     

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    Contact Details

     

    This block displays the Request id and Subject of the request, Contact details such as the Contact Name, the Account, Phone and Mobile number, Status, Priority and Due Date for the request.

     

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    From the Request View page, you can navigate to the Request List view page using the Back button back-button. The backward previous-button and forward next-button arrows helps to view the previous and next requests. You can also perform basic operations on the request like editing a request, closing a request, assigning a request and replying to a request. From the More Actions drop down you can perform further operations on the request such as adding notes, tasks, events, reminders, duplicating, merging requests, moving requests and so on.

     

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    With JIRA integration in SupportCenter Plus, you can create tickets on JIRA by clicking on the Actions Menu from Request Details page. [Refer JIRA Integration]

     

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    With CTI integration in SupportCenter Plus, you can call your customers, saving time and effort in replying to mails. [Refer Computer Telephony Integration]

     

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    If you have a Zoho Account, then you can avail the remote assistance feature and access your customers machine from your desk. [Refer Remote Assistance]

     

     

    You can also approve contacts from the View Request page. Whenever a new contact submits the request through portal or drops a mail to SupportCenter Plus, the request gets added to the Request module but the contact remains unapproved and indicated by the unapproved unapproved-contact-icon icon. To approve these contacts and provide login permission to access customer portal select the appropriate option from the Approval actions drop down.

     

    NOTE: Once the contact is approved, an acknowledgement mail will be sent to the contact for all the contact's pending requests.

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    Viewing Request Details

     

    The request tab displays the Subject and Description of the request. The Conversation button appears if there are any conversation threads to the request. Clicking on Conversation button scrolls down to view the conversation threads. You have an option to view all conversations or only the conversation shown to contacts. To know more, refer Conversation.

     

    In addition, the request details block also displays request properties like Status, Group, Category, Sub Category, Item, Support Rep, Priority, Mode, Level, Created Date, Due Date, Product, Created By and additional fields (if available).

     

    You can edit the request properties using Edit button or the Inline edit option to edit a specific request property. Say, you want to change the support rep from Jake Thomas to Jennifer Doe, then click on the name of the support rep and select the name from the drop down list.

     

    If you have added any Notes to the request then the same can be viewed under Discussion Notes block. The notes are displayed in descending order of their date of creation. You have options to edit and delete the notes.

     

     

    Viewing Account Information

     

    The account info tab displays the Contact Details, Account Details, and the Contract Details associated with the Account. The Account details includes the Account Manager name and any additional fields added to the account. Contract details such as Support Type, Support Plan, Contract Covered and cost per hour is listed under this block.

     

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    You can change the account for the request using the Change Account link. On clicking the link opens a pop up window where you can select the account as well as the sub-account associated to that account. You have an option to edit the contact details. Except for the account information, you can edit the remaining fields.

     

     

    Viewing Resolution

     

    Resolution is a documented information on how the issue was resolved. This documented information is very useful to resolve similar issue and can be saved in the knowledge base. You can search for resolutions from the database using the Search Solutions link. You can also change the status of the request from the Status drop down. In addition you can enter the time spent details for the request by selecting the Add Time Entry check box.

     

     

    Time Entry Details

     

    You can view the Time Spent details for the request under this block. You are also provided with an option to Add Time Entry for the request.

    1. Click on the Add Time Entry button to open the Add Time Entry page.

    2. The Subject and Contract details is displayed at the top of the page.

    3. By default, the support rep assigned to the request is displayed in Support Rep drop down box. If required, you can choose the support rep from the drop down list. This field is mandatory.

    4. Select the Time Entry Type. Say, If the support rep has provided necessary information on the product to the requester then the support rep can specify the Time Entry Type as Product Consulting. You have an option to also Add New time entry type.

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    1. Select the date and time when the request was Executed using the calender icon. This field is mandatory.

    2. Specify the total Time Taken to Resolve the request in Hours and Minutes.

    3. Select the Rate type from the drop down. The cost per incident or hour specified and added to the Support Plan is displayed automatically.

    4. If there are any Additional Cost, then the same can be provided in the field.  

    5. The Total Cost in $ is automatically populated on entering the above two fields.

    6. By default the Billable check box is selected. If you wish to make the time entry as non-billable, clear the Billable check box, else leave the selection as is.

      NOTE: If you clear the Billable check box, the time entry will be marked as non-billable and the hours/incident will not be deducted from the contract.

    7. Specify the Description about the time spent details in the given text box.

    8. Click Save. The time entry gets added under time entry tab.

    9. To print the time entry details, click Print TimeSheet link.

      NOTE: The Print TimeSheet link will appear on saving the time entry details.

     

    Viewing Activities for the request

     

    The Activities tab appears if there are any tasks or events associated to the request.  

     

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    You also have an option to add new tasks and events from this page. To view the details of the tasks and events, click on the Title link. The page redirects to the Activities tab, from where you can perform edit and delete operations. To know more on adding new tasks and events, refer Add Tasks and Add Events.

     

     

    Viewing Approvals for the request

     

    The Approvals tab appears if the request is submitted for approval to the manager. All mails sent for approval is listed in descending order with details like Sent On, Sent by and Status of approval.

     

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    Viewing History

     

    Every action performed on a request from the time of its creation can be viewed in the History tab. The details displayed in the history tab are in the descending order with the recently performed action shown at the top of the page and the earlier action at the bottom of the page.


    The history details can also be viewed with the help of predefined filters available under the Filter drop down. To filter history details, click on the Filter drop down and select the check box beside the filters on which you would like to view the history details.  In addition, you can sort the history details based on the Oldest Activity first or Recent Activity first. By default, the history details are sorted in the order of date, with the latest activity displayed first. To change the order, you can choose the corresponding option from the Sort drop-down.


    Any changes made to the request like Note update, Resolution update and CC Recipients update can be viewed with the help of View Changes link. Clicking on the link will pop up a window with two panes, left pane with older content and right pane with new content. The View Notes and View Resolution links allow you to view the newly added notes and resolution respectively.

     

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    Time Spent Report

     

    The Time Spent Report tab graphically displays the time spent on the request when placed at different Status by Support Reps and Groups.

     

    If the request is handled by multiple Support Reps and Group, the accurate time spent by an individual or a Group on the request will be displayed in this tab. It also displays the actual Resolution Time specified for the request, the SLA Overdue Time, and the Actual Time Spent on the request by Group and Support Rep. 


    A horizontal bar chart represents the time spent on a request (Operational Hours only) with respect to Status, Group, and Support Rep of the request. Other activities such as Support Rep assignment, Group assignment and Status change is also shown along the chart. You can hover over the chart to view the actual time taken for the request over a time period along with the start date and end date.

    If the request is handled by the Support Rep more than once, then the different time details can be viewed by clicking on the Details link.

     

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