Email or SMS the Technician

Email or SMS the Technician

ServiceDesk Plus MSP Cloud enables you to notify a technician through email or SMS.

Role Required: Technicians
 

Email the Technician 

  1. Go to Requests and select the respective customer from the drop-down in the header.
  2. Click the subject link of the request to open it.
  3. On the request details page, go to Actions > Email the Technician.
Info
This option will appear only if a technician has been assigned to the request. 

  1. Enter the email ID in the To field. By default, the email ID of the assigned technician will be populated in this field.
  2. To send the email to more than one person, enter the additional email IDs in the CC and BCC fields separated by a comma (,)
  3. Edit the Subject and Description of the email.
  4. Click the Attach File icon to add files from the computer as attachments to the mail. To attach files from the Cloud, click and select Attach files from Cloud.
  5. Click Send.
  6. You can also click Save to save the email as a draft for later use. Draft emails can be accessed under the Drafts section in the right pane on the request details page.
 

SMS the Technician 

To SMS a technician, their SMS Mail ID must be configured in the contact information.
  1. Go to Requests and select the respective customer from the drop-down in the header.
  2. Click the subject link of the request to open it.
  3. On the request details page, go to Actions > SMS the Technician.


Info
This option will appear only if a technician has been assigned to the request. 
  1. Enter the To address will be displayed in the following format: <mobile number>@<service provider>.com
  2. To send the email to multiple recipients, enter the user names in the CC and BCC fields, separated by a comma. The phone numbers of the users will be automatically populated in the field.
  3. Edit the Subject and Description of the email.
  4. Click the Attach File icon to add files from the computer as attachments to the mail. To attach files from the Cloud, click and select Attach files from Cloud.
  5. Click Send.

    • Related Articles

    • Email Command

      Email Command allows the technician to delimit fields in the email, according to which the email can be parsed and corresponding fields can be set. Role Required: SDAdmin To configure Email Command, Go to Setup > Mail Settings > Email Command. Select ...

    • Technician Groups

      Classify technicians into groups so that incoming requests are categorized and distributed to technicians based on their expertise. By configuring group emails, you can manage multiple groups with specific email addresses. For example, ...

    • Email Reports

      Role Required: SDAdmin, SDReport, Technicians with View access to reports, Account Manager and Point of Contact of customers with View Reports access To email a report, Go to the Reports module and open a report. Click Mail this Report displayed at ...

    • Technician Auto Assign

      Auto-assign requests to technicians based on their availability. Requests are assigned using three models: Round Robin, Load Balancing, or Artificial Intelligence. For site-specific requests, technicians associated with a site are auto assigned to ...

    • Assign Technician or Group to Requests

      Each technician owns a request and handles it from the time assigned to the time it is closed. Role Required: SDAdmins; Technicians with Assigning Technician permission To assign a technician to a request, Go to the Requests module and click the ...