Setting Customer Service Preferences

The Support Preferences page is where you set your default preferences for your customer support team's workflow.

To set support preferences, go to Setup > Support > Support Preferences.

General Support Preferences

You can set the following preferences on the General subtab on the Support Preferences page.

Preference	Description
Case Email Setup
Default Case Form to Send to Customer	Check this box to have the email Reply box on case records checked by default.
Default Case Form to Internal Only	Check this box if you want replies to cases marked Internal Only by default.
Default Case Profile	Select the default profile for incoming support cases. See Creating Case Profiles
Preferences
Escalate to Support Reps Only	Check this box if you only allow cases to be escalated to support reps. If you clear this box, cases can be escalated to partners, vendors and non-support rep personnel.
Receive Customer Replies in Case List Only	Check this box to restrict the viewing of customer case messages to the case list. If you clear this box, the assigned support rep is sent an email message containing the customer message, to which they can reply.
Messages Reopen Closed Cases	Check this box to allow closed cases to change status to re-opened when a message is added to the case. Clear this box to have the case remain closed when a customer replies and prompt to create a new case. If you check this box and also choose to lock closed cases, the locked cases preference is not overridden. Cases will not be reopened with new messages.
Receive Customer Replies in Case List Only	Check this box if you do not want to allow support reps to receive email when customers reply to cases. If you clear this box, replies are both sent to the support rep and stored on the case record. Any subsequent replies are also added to the case record. This preference only shows if you have the Capture Email Replies feature enabled.
Only Link Approved Solutions to Cases	Check this box to only allow solutions that have been approved to be attached to case records. All solutions set to display online are also available for attaching to cases.
Defaults
Status for New Cases	Select the status a new case is set to when first created. You can create new statuses at Setup > Support > Case Statuses > New.
Status for Grabbed Cases	Select the status a case is set to when it is grabbed by a support rep.
Status for Reopened Cases	Select the status a closed case is set to after being reopened.
Status for Escalated Cases	Select the status a case is set to when a case is escalated to another employee.
Status for Closed Cases	Select the status a case is set to when closed.
Priority for New Cases	Select the case priority newly created cases are set to. You can create new case priorities at Setup > Support > Case Priorities > New..
Case Lockout
Lock Closed Cases After Lockout Period	Check this box to lock closed cases from being edited after the specified number of days in the Period (Days) field. Only account administrators can edit locked cases.
Period (Days)	Specify how many days you want closed cases to remain editable for after they have been closed. Enter 0 if you want to lock editing immediately after a case closure.

General Support Preferences

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