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Sample SMS the caller will
receive when technicians are
allotted/changed |
SMS 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 SMS 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. |
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Sample SMS the caller would
received when a support case is logged from
the email |
SMS 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 SMS is send
out automatically to the caller (using a
customizable template) informing about the detail of
the generated case including the case number. |
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Sample SMS the caller would
received when the support case is closed |
SMS 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 SMS is send out automatically to the
caller (using a customizable template) informing
about the closure of the case. |
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Sample SMS the concerned technicians would received
when a closed case is reopened |
SMS 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 SMS to the assigned
technicians. When reopened, the particular
case would be moved from the 'Resolved
Cases' folder to the 'Ongoing Cases' folder. |
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Sample SMS the concerned technicians would received
when the due date is about to lapse |
SMS 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 SMS to the
assigned technicians. When reopened, the
particular case would be moved from the
'Resolved Cases' folder to the 'Ongoing
Cases' folder. |
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Sample SMS the concerned technicians would received
when a new case is assigned |
SMS notification to
technicians when a case is assigned An
automatic notification SMS 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. |
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Sample SMS the concerned technicians would received
when caller replies back |
SMS 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 email and links it to the appropriate
support case number. Optionally, SupportCalls can be configured to send
notification SMS to the concerned
technicians informing about the arrival of
replies from the caller, thus giving
reducing response time to the support
request case. |
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