How to Create Contact Based Custom Support
Set Customized
Support Ticket Resolutions for Each Contact
In the App drawer screen, in the ‘Social Cloud’ drawer, click on the ‘Contacts’ app.
Fig. 1: CloudOffix App Drawer page, Click the Contacts App to begin.
Either select an existing contact or create new.
Fig. 2: Contacts Screen
Assuming to have selected an existing contact, click the ‘Edit’ button. Navigate to the ‘Support’ tab located at the bottom of the screen.
Fig. 3: Support Tab
Default Email CC: Enter an email address for all outgoing emails to also be sent as ‘CC’.
Default Email Body: Write a default email body to be sent to this contact each time a support ticket has been created.
Fig. Default Email Body
Dedicated Support User: Select the support operator who will be dedicated to resolving all support tickets from this contact.
Fig. 5: Dedicated Support User
SLA: Select the SLA rule to be applied from the drop down menu or create a new SLA for this contact.
Fig. 6: SLA
Support Ticket Access Accounts: The Accounts selected here will also have access to the tickets for this contact.
Fig. 7: Support Ticket Access Accounts
Once ready, click the ‘Save’ button.
Fig. 8: Save
The support information in relation to this contact can now be seen in the ‘Support Ticket’ tab.
Fig. 8: Support Ticket Details
Congratulations! You have just created
a contact based Custom Support!.