Issues: Manage Support Issues
Create support issues to streamline your customers' experience when requesting support on the public portal. Issues created may be configured to appear on the dropdown menu of the issue submission form and comprise a list of the support problems most likely to be experienced by your customers.
Since support issues need to be routed to support teams, you need to create teams before you create support issues.
For more information, please see Configure Team Settings at https://www.beyondtrust.com/docs/remote-support/how-to/equilibrium/configure-team-settings.htm.
For more information, please see Assign Skills to Issues.
Add New Support Issue, Edit, Delete
Create a new issue, modify an existing issue, or remove an existing issue.
Add or Edit a Support Issue
Add a brief description of an issue you expect to see as a support ticket. If the issue submission form is enabled, this description is visible to customers and is used to help representatives quickly determine what type of problem the customer is experiencing. The description may also be visible to representatives requesting help from within a support session.
Set a code name for integration purposes. If you do not set a code name, one is created automatically.
Use the Route To dropdown menu to have this issue routed to a specific team.
Set the issue's priority to High, Medium, or Low, depending on how you want the issue to be handled by the system. The default is Medium.
Allow representatives to request help for this support issue
Next, check the box if you want to allow representatives to request help for this support issue while in a session. If checked, the issue is listed in the Request Help flyout window of the representative console when the Session Sharing option is selected.
Issues can be associated with the skills needed to best resolve them. Skills can be More Preferred, Less Preferred, or Ignored, depending on the level of knowledge required to resolve a given issue. This will determine how support requests are routed and handled by the system.