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What is a Customer Service Representative (CSR)?
A Worker Contact that can be assigned to Service Desk Items is called a Customer Service Representative (CSR). Only Contacts with the Service Rep type can be assigned to Items in Service Desk. For more details on all types of Contacts and Workers please see the (2024.1) Workers/Contacts article in the wiki.
For details on creating a Service Rep via the API, please see the Contact API Endpoint article.
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To create a Service Rep from a completely new Worker, follow these steps:
Open the Workers/Contacts Grid (Main > People > Workers/Contacts).
Click the
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button to create a new Contact/Worker.Assign the following Types to the new Worker:
Worker
Service Rep
Note: If Service Rep is selected first, the App will auto-assign the required Worker Type.
On the Worker Workgroup Tab, assign the Workgroup for the Worker.
Fill out any other Required fields.
Click the
button to save the new Service Rep.
Updating a Worker to be a Service Representative
To update an existing Worker into a Service Rep (such as if there was an expansion to their duties) follow these steps:
Open the Workers/Contacts Grid (Main > People > Workers/Contacts).
Open the Worker that requires the update to become a Service Rep.
Assign the Worker the additional Type field of Service Rep.
Click the