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Changes made by

Rafael Gonzalez

Rafael Gonzalez

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Key

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  • Once the ticket has been located, go to the “Reporter” Field

  • Delete the “internal support email address” from there and add either the Homeowner’s or Installer’s Email address (Depending on your interaction)

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Step

Action

Reference Image

 

1

 

Option 1 - While on a call, Click on either the New button and then select Email 

Option 2 -Hover over the Active Call area on the app and the Email button should appear

 

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2

  •  Select a Skill and click on ‘Create’

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3

 

 

  • Enter the subject line of the email using the following format:

 

Contact Reason – Customer Name - Org

 

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3

 

 

  • Open the quick replies

  • Select Email to Jira

  • Click the template to add it to the email.

 

 

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4

  • Enter the required information using the template

  • Click on the format controls to format the message

  • Once done, click on the “Outbound email to” to go back and send the email

 

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5

  • After filling out all required fields, Click the Send button to complete the email

Once the Email has been sent, the interaction will be handled by the Back Office Team

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7

Disposing the Interaction

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