You can add manual alerts on tickets from LVP and the agent desktop. Both managers and agents can send manual alerts to other agents and managers from the tickets. Alerts allow you to notify, remind or advise on tickets directly to an agent’s Work Queue task, LV Connect, work email, or SMS. Creating a manual alert on a ticket means that any urgent actions that need to be done immediately are communicated to those who should be notified.
To create an alert:
On the agent desktop, click the Ticket List tab. The Ticket List tab appears.
Double-click and open a ticket for which you want to add an alert.
Click . A drop-down list with all the options is displayed.
Click Alerts. The Create Alerts window appears.
Click to enable Email, SMS, and Work Queue, as required.
Select the Receipts name from the list.
Specify the subject.
Enter a description and click Send.
You can attach a file if required. Click the Attach Files button.
You can tag a customer or an agent in the description area of a ticket. For example, tag agent Adam by entering @adam and the message.
