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!.