How do I notify my Support Agent when a request is assigned?

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• Can I alert a support agent on a request sent for review?

  Yes, you can send an e-mail alert to a support agent when a request has been sent for review. To enable this option,  Go to Setup>Automation>Notification rules Enable the rule 'Alert support rep when a mail sent for review' Click Save

• Can I notify customers when their request is updated with a status?

  Yes, you can notify customers when their requests are updated with a particular status. To achieve this, you can setup Workflow Rules and Alerts. Goto Setup >Automation>Workflow Create a New Rule for the request module Choose an Action to trigger ...

• Deleting an agent

  Sometimes agents in your organization may quit or move to a different business unit. In such cases, you could delete those users after transferring ownership of their records to other agents. What happens to deleted agents?  When you delete an agent, ...

• Can I notify my customers on expiry of their contract??

  No.Currently you cannot notify an expiring contract to your customers. However, you can notify your support agents or your Contracts Team so that they can follow-up with your customers. To configure contract expiry notification to your support reps ...

• 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.