Using the New Case Management Features

    A new, enhanced layout for support tickets is now available for all native and Salesforce customer support portals.

    This new layout provides a streamlined and user-friendly view of case details.

    This sidebar of the layout is customizable where you can adjust which case details are visible on the layout’s sidebar.

    In addition to the new layout, ticket workflow management is available in order to automatically update ticket statuses whenever tickets are updated.

    Optional email notifications can also be enabled in order to notify your customers and support agents whenever a new support ticket is created or a new comment is posted.

    How to Enable the Enhanced Layout

    You can enable the enhanced layout by navigating to:
    Setup > Manage > Community Settings > Ticket Management Settings.

    Once “Enhanced Layout” is selected, you can add case fields to the sidebar and reorder the fields through drag and drop:

    Custom buttons can also be added to the enhanced layout:

    How to Configure Ticket Workflow and Enable Email Notifications

    Navigate to Setup > Manage > Community Settings > Ticket Management Settings. In this menu, you can select which statuses are automatically set when tickets are opened, commented on, closed, or re-opened.

    For each ticket action, you can optionally enable email notifications that are sent for either customers or ticket owners.

    This feature is currently available for all native and Salesforce customer support portals.

    To allow full file functionality for Salesforce portals, you must have installed the latest version of our Magentrix Salesforce Package. Please contact Magentrix Support if you need any help using this feature.

    « Previous ArticleNext Article »

     0.0 (0)


    Comments

    No records to display

    Subscription
    Follow Knowledge posts
    Please enter your email address to subscribe:

    Email:
    Subscribe
    Follow us on Twitter