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Case List and Work Queues

The case list is the area within Supportbench that allows you to manage your case data.

Menu bar
 

 

Sections

Agents

Displays a list of agents within your team.  If you need to view all other agents within Supportbench, they are accessible within the page options menu to the right.

Queues

Displays a list of queues within your team.  If you need to view all other queues within Supportbench, they are accessible within the page options menu to the right.

You will also see a special queue called “Work queues”.  This queue is a special combined list of cases within the queues which you have been assigned to. 

Views

Views are custom data lists of items that you would like to define.

Twitter handles

A list of all twitter handles registered within the system. When selecting a twitter handle, you will be able view all tweets and convert them to cases if need be.

Facebook pages

A list of all Facebook pages within the system. When selecting a page, you will be able view all page visitor posts and private messages and convert them to cases if desired.

 

List Actions and Configuration

 

Refresh

Refresh the data within the case list.

Filter

Filter the data within the case list for columns that support filtering.

Export to a spreadsheet

Export the data within the case list to a spreadsheet complete with all case data.

Configuration

Change the page configuration.  From here you can change the columns, re-order them, and sort them in a way that makes more sense to you.

 

Bulk Actions
 

 

Transfer

Bring up a bulk re-assign window.  You can re-assign all items to a queue or agent.

Merge Cases

Bring up a bulk merge window.  You can bulk merge cases into one using this option.

Trash

Assign all selected items to the trash. This can be locked down by an agents role.

Close

Close all cases ignoring all case closure policies.  This can be locked down by an agents role.

 

 

 

 

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