The Support Request details screen displays key information about the support request, including its current status, who the request is assigned to, the customer and property details relating to the request and comment/status history.

The Support Request details screen

The following describes the main areas of the details screen:

Actions

The following highlights the actions available on the Support Request details screen:

• Assigned to dropdown - use this to assign/reassign the request to an agent for action.
• Mark as Unread link - used to flag the request comment as 'unread', therefore still requiring response from an agent.
• Status dropdown - status dropdown selector used to transition the state of the support request.

Request Information

The following highlights the types of information displayed on the Support Request details screen:

• Support Request information - includes the support request reference number, the customer's name, the support request category, the date/time the request was created, the date/time the request was updated.
• Ext ID field - if specified, this displays the Ext ID of the support request for the purposes of 3rd party/external system integration. You can click this field to update the Ext ID.
• Property details - if applicable, the property name, property internal reference number and the property ID number.
• Status and comment history - contains the history of state changes and any comments associated with the request. When a customer or an agent adds a comment, these are added to the history. The customer can track the status and history of all their requests in the Customer Portal. The following example shows the details for a support request in the Customer Portal:
  
• Customer details - the customer's name, account number, contact phone number and email address.
• Support Request description - this is the detailed description the customer provided when the support request was created.