adding a new request link.

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• What are the modes available to add a new Request?

  A new request can be added in 5 unique modes.  1. Manual Addition: When your customer lodges an issue over phone, the support rep tending to the customer can manually add a request by filling the Add-Request form..  2. Via E-mail : Your customers can ...

• How to create a request template for frequently raised requests?

  You can create Request Templates and add requests instantly using them. They can be customized individually for frequently raised issues.  Just select any template relevant to the request from the Select Template drop box in the New Request ...

• Can I split a request to work on a new issue filed by a customer?

  Yes, you can split a customer's reply as a new request. Say, you respond to a customer's request and resolved his issue1. He then thanks you and emails you about another issue2. In this case, you can split this issue2 as a new request and assign it ...

• Can I create multiple tasks for a request and assign them to different support reps?

  Yes, you can create tasks to complete specific requests related to requests. You can also create multiple tasks and assign it to various support rep so that they can work on different issues of a request simultaneously, considerably reducing the ...

• Can I create Pre-defined Request Templates?

  Yes, you can create pre-defined Request Templates with pre-defined set of values in the Request form fields. Customers or Support Agents can quickly select the Request Template for further action. To add new Request Template, Goto Setup >Templates ...