 | Assign New requests to agents for them to action. |
Generally, when a customer creates a support request or purchases a package, a request is created with a status of New. If you assign the request to an agent, its status will change to In Progress. NB. If a request is either Payment Pending, Quote Pending or Quoted, assigning it will not change its state.
To assign a request
- Navigate to the Requests zone. The Requests list screen is displayed.
- For the request you wish to assign, click the 'Not assigned' dropdown.
- Select the agent you wish to assign to the request.
The request is automatically assigned to that agent.
If you want to reassign the request, click the (change) link and select another agent from the dropdown.