How do I notify my Support Agent when a request is assigned?
To notify Support Agent when a request is assigned, Goto Setup > Notification Settings > Notification rules >and select the options as required.
For more, refer Notification Rules.
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Can I notify customers when a request is updated with a particular status?
Yes, you can notify customers when requests are updated with a particular Status. To achieve this, you can setup Workflow Rules and Alerts. Goto Setup > Workflow Settings > Workflow rule > Create new rule for Request module. Then create alert, Goto ...
How can I notify customers on contract expiry?
No. Currently you cannot notify an expiring contract directly to the customers. But however, you can notify your support agents or your Contracts Team so that they can follow-up with the customers. To setup contract expiry notification, enable ...
I'm not able to Deactivate Support Agent
If you are not able to de-activate a Support Agent, please check if the Support Agent is a primary contact. Goto Setup >Admin Settings >Company Details >Check if the Support Agent is a primary contact.
Can a Support Agent be associated with multiple Portals?
Yes, Support Agent can be associate to multiple Portals. As soon as the Support rep log-in, associated Portal URL's are listed. Support rep can click on a Portal to view/reply tickets.
My Support Agent did not receive invitation e-mail
If your Support Rep did not receive the invitation e-mail to join your organization, you can re-invite the Support Rep. Goto Setup > Admin Settings > Support Reps > Select a Support Agent > Click Re-Invite button. This triggers another invitation ...