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Email notification to caller when technicians get
assigned or changed - A simple example is when a
new case is generated, and the helpdesk manager
assigns it to a new technician. As soon as it is
saved and exited out of the case, SupportCalls
automatically send out the notification email to
caller (using a customizable template) informing
about the assignment of the new technician. If
existing technicians are changed, the same
notification would trigger and the caller is updated
to put on the communication loop.
Sample email the caller will receive when technicians
are allotted/changed
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Email notification to caller when a support case
is logged from an email/call - As soon as a
support case is logged with SupportCalls and saved
in Outlook/Exchange, a notification email is send
out automatically to the caller (using a
customizable template) informing about the detail of
the generated case including the case number.
Sample email the caller
would received when a support case is logged from
the email
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Email notification to caller when a case is
closed - When a technician marked a support
case as fixed, it is closed and move to the
'Resolved cases' folder. At the same time, a
notification email is send out automatically to the
caller (using a customizable template) informing
about the closure of the case.
Sample email the caller
would received when the support case is closed
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Email notification to assigned technicians when a
closed case is reopened - This scenario would
happen when the caller reply back to a support case
that had been already marked as resolved in
Outlook/Exchange. SupportCalls would then
automatically reopen the case and sent notification
email to the assigned technicians. When reopened,
the particular case would be moved from the
'Resolved Cases' folder to the 'Ongoing Cases'
folder.
Sample email the concerned technicians would received
when a closed case is reopened
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Email notification to assigned technicians when
the due date of the case is about to overdue -
This scenario would happen when the caller reply
back to a support case that had been already marked
as resolved in Outlook/Exchange. SupportCalls would
then automatically reopen the case and sent
notification email to the assigned technicians. When
reopened, the particular case would be moved from
the 'Resolved Cases' folder to the 'Ongoing Cases'
folder.
Sample email the concerned technicians would received
when the due date is about to lapse
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Email notification to technicians when a case is
assigned - An automatic notification email would
be sent out to the assigned technicians when cases
are assigned. This includes for technicians assigned
automatically due to relationship defined between a
default technician and a problem type/caller such as
support request submitted via web form or when
existing a caller sends an email.
Sample email the concerned technicians would received
when a new case is assigned
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Email notification to concerned technicians when
caller replies back - During the course of
support case, there most probably would be many
email communications to and fro between the helpdesk
and the caller. So, when a caller replies back,
SupportCalls then processes the emails and links it
to the appropriate support case number. Optionally, SupportCalls can be configured to send notification
email to the concerned technicians informing about
the arrival of replies from the caller, thus giving
reducing response time to the support request case.
Sample email the concerned technicians would received
when caller replies back
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