ID183 / ID859 - Ensure the tech calls customer Overview & Sample

Initial set up

In remote tech Admin make sure “ShowCallNotes” is Enabled and that “Customer Called” is shown. 


**Note, Customer Called should show as above with "Hide" as this actually means it is showing. Clicking "Hide" will hide the note in RemoteTech**

Instructions for Technician:

Call: After receiving a call, technician needs to call the customer in one hour to let them know that the call has been assigned to them, providing an estimated ETA.  If you get a voice mail leave this information on the voicemail.

Timeframe: one hour from receipt of call

Note: After calling the customer, go into the call and add a call note.  This note type is considered “Customer Called”.  You should add the note including the person you spoke with or vm (Voice mail) and the person’s name on the voice mail.  If it was a general mailbox, put general mailbox. 


Note examples:

Note type: “Customer Called”

“Susan G”

“Steve Smith”

“vm Jill”

“General Mailbox”

“no answer”


Example of alert email:

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