Tech-Calls-Workflow

Receiving A Support Request

Call Back Requests - A customer may request a support callback by sending an email, a message through social media, leaving a voice message at your direct extension, or within the call queues messaging system. In all cases, the request needs to be entered as a task in the appropriate queue within the Ring Cental Desktop app or web app (login at http://www.ringcentral.com).

About Requests Made In The Call Queue Messaging System - When a support request is made through our phone system, the caller leaves a voice message in the queue they selected. This message generates an email that is delivered to the tech@caralarm.com (aka support@caralarm.com) email account. This email account will automatically filter the message into a "Support Calls 1 - NEW". This is regularly monitored by support staff so the request can be entered into the call back queue AS SOON AS POSSIBLE. Unnecesary delays at this step can be problematic and will discourage customers to use the system as designed. We need them to trust us.

Entering/Logging A Support Request

STEP 1: Select oldest message in the "Support Calls 1 - NEW" folder, move it to "Support Calls 2 - In Progress", and Open/View the email
STEP 2: Login to RingCentral, click on "Tech Support - Call Back Queue" under "Teams".