As a technician, you’ll most likely be working on calls on a daily basis. Typically, a customer adds the call themselves unless you also receive new calls by phone. In which case a technician would enter the call on behalf of the customer.
When you first log in, the Home page will show you a breakdown of the Open Queue Status. You can click on any of those links, but clicking on the "List All" link will show you all of the open calls.
On the left you will see the priorities. Placing your cursor over any of these priorities will show you what the customer wrote. This on-mouse-over feature works better in IE than in Netscape.
Pick a call that you would like to work on, by clicking on the priority image. This will take you directly to the detailed view of the call and a let’s you edit it. Starting from the top and working your way down, the first thing you can change is the priority. It’s up to the technicians to decide on the priority of each call. If you are working on a brand new call, you’ll notice that it changes the priority to Normal because the WonderDesk assumes that is the priority you will pick. If you want something else, just click on the pull down menu and select the proper priority.
In most cases, you’ll also want to assign the call to yourself. In the serviced by field, select your name.
The Progress/Solution box is the main area that you will be typing in your progress/solution.
The Notes box is an area that technicians can write some comments that the customer cannot see.
The rest of the call info can stay pretty much the same. At this point you are ready to hit the Submit button. Before you do that, there are some radio button options that make life easier for you.
Email customer with the current updated status
If this is selected, it will send an email to the customer. It will include the text that was typed into the Progress/Solution box.
Email customer with the current updated status and close the Call
If this is selected, it will send an email to the customer and close the call. It will include the text that was typed into the Progress/Solution box.
Email Technician to advise of this Call
This is primarily used to notify the Serviced by technician that there is a call that needs his/her attention. This is useful when escalating a call to a different technician, and it’s also useful if telephone service technician enters a call and wants to notify a specific technician that the call has been assigned to him/her.