Marking Employees as Support Reps

Written by
John David Dy
Published on
June 16, 2023 at 6:20:17 AM PDT June 16, 2023 at 6:20:17 AM PDTth, June 16, 2023 at 6:20:17 AM PDT

To include employees in Assigned To fields on case records, you must check the Support Rep box on the employee record for each rep.

Note:Only those with roles that include Edit or Full Employees permission can edit employee records to designate support reps.

To mark an employee as a support rep:

  1. Go toLists > Employees > Employees.

  2. ClickEditnext to the employee you want to mark as a support rep.

  3. On the employee record, click theHuman Resourcessubtab.

  4. Under Job Information, check theSupport Repbox.

  5. ClickSave.

Employees who are marked as support reps appear in the Support Rep or Assigned To fields on:

  • Case records

  • Support territories

  • Escalation assignments

Additionally, employees marked as support reps are included on customer support reports and report snapshots.