Use support topics to easily organize incoming messages. Members and moderators must select a Topic for each new message. Support topics may be assigned to a specific moderator for resolution. For example, you might want all "Technical Issue" messages to be handled by moderator1. Whenever a message with that topic is received, moderator1 will receive an email notification.
Go to Communication Center > Settings > Support Topics & Assignments. From here, you’ll create topics that members can choose from when they submit support messages.
If you already had existing support topic fields, those are still available, but will not be given an Assigned To or Follow-up Action value. If you want to add an assignment or follow-up action, you will need to delete the previous topic from the list and create a new one with the correct assignment values.
To create a new topic...
- Enter the Topic name in the first field.
- You can also choose to assign the topic to a moderator and add a follow-up action. Both Assign To and Follow-up actions are optional.
- The order of the topics will be the same order the member will see when they are prompted to choose a topic. You can reorder the topics by using the arrows.
- When done creating and editing topics, make sure to click the Save button.