You can view a support request, by clicking on the Request ID link of any request listed in the Requests->Open Support Requests menu.

3.2.1 Request Information

This section simply shows information on the support request, such as status, subject, category, date opened, and contact information. This section is solely for reference purposes.

3.2.2 Request Contents

This section contains the contents of the support request, which is broken up in a message board type format. The table contains two columns, one showing who submitted the message, and the date / time the message was submitted. The other column shows the exact contents of the message.

3.2.3 Reply to Request

You can reply to the support request through this section. Simply enter the contents of your reply in the provided text box, and click on the Reply to Request submit button. There is a checkbox, asking if you would like to mark the support request as pending. If checked, when you submit the reply, the support request will disappear from your list of open requests. Once the member / customer replies to the support request, it will automatically reappear in your list of open support requests. This allows for greater efficiency, because the only open requests you will ever see are those that still require processing.

You may also add a pre-written response through this section. Simply select the wanted response from the list, and click on the Add Pre-Written Response submit button. The page will reload, and the message contents box will then contain the response.

3.2.4 Move Request

Alternatively, you can also move the support request through this section. Moving the request to the general pool, will take it out of your pool, and place it back in the general pool, allowing all techs to view the request, instead of only you. This allows another tech to pick up the support request for processing.

You can also move the support request to another department, which will place it in that department's general pool, allowing all techs assigned to that department to view it. Last, you can move the request to a specific tech, which will place it directly into that tech's pool.