Marking Employees as Support Reps

To include employees in Assigned To fields on case records, you must check the Support Rep box on the employee record for each rep.

Note:

Only those with roles that include Edit or Full Employees permission can edit employee records to designate support reps.

To mark an employee as a support rep:

1. Go to Lists > Employees > Employees.

2. Click Edit next to the employee you want to mark as a support rep.

3. On the employee record, click the Human Resources subtab.

4. Under Job Information, check the Support Rep box.

5. Click Save.

   

Employees who are marked as support reps appear in the Support Rep or Assigned To fields on:

• Case records

• Support territories

• Escalation assignments

Additionally, employees marked as support reps are included on customer support reports and report snapshots.

Related Topics

Creating Case Types

Creating Case Origins

Creating Case Statuses

Creating Case Priorities

Creating Case Issues

Offering Support for Items

Setting Up Support Groups

Setting Customer Service Preferences

Setting Up Support Checklist

General Notices