Customer Service Requests
TLD’s Note system has built in Customer Service Requests.
Who can set CSR Requests?
- Role: Any
- Abilities: Any
Who can assign a CSR Agent to a Request?
- Role: SuperAdmin, Admin, Manager
- Abilities: Assign CSR
Who can complete a CSR request
- Role: SuperAdmin, Admin, Manager, Verifier
- Abilities: Complete CSR
Who can see CSR Details on a Note?
- Role: SuperAdmin, Admin, MAnager, Customer Service, Verifier
What Details can they see?
- Fields: CSR Requested, CSR Scheduled, CSR Completed
Who can see other Agents Notes/CSR’s?
- Role: SuperAdmin, Admin, Manager, Customer Service, Verifier
- Exception: Can be set to system wide in Settings -> Options under Dialer Shared Notes
Where can I see a list of CSRs?
- Clients -> Customer Service Requests
Who can see a list of CSRs?
- SuperAdmin, Admin, Manager, Customer Service, Verifier, View Policies
Who can export a list of CSRs?
- SuperAdmin, Admin, Export, Export Policies
Can my Clients get Notified via Email when we create a CSR Ticket?
- Yes in Settings -> Options under Mailer Configuration. By Default if a mail template and subject is set it will automatically email the client when the Request CSR button is pressed.
Can my Clients get Notified via Email when we resolve a CSR Ticket?
- Yes in Settings -> Options under Mailer Configuration. By Default if a mail template and subject is set it will automatically email the client when the Resolve CSR button is pressed.