The Impact Support Center allows users to be funneled to the appropriate help desk channel depending on their role and the time of day.
Open Support
In the Navigation menu, click the Support link.
Open Design, Routing and Availability
In the Support page, click the Customization dropdown menu [1]. Then click the Design, Routing & Availability link [2].
Open Routing & Availability
Click the Routing & Availability tab.
Create Email Routing Option
The Contact Options section displays the available routing options: Email, Call, and Chat.
Click the Email Expand icon [1], then click the Create Routing Option button [2].
Enter Email Routing Details
To create an email routing option, enter the contact title in the Title field [1].
Enter the contact email in the Email Address field [2].
To choose who the contact option is for, click the Assign to field [3].
To set the contact hours, click the Add available time link [4] .
To have set unavailable hours, click the Add unavailable date link [5].
To save this for later and leave it unpublished, click Save as Draft [6].
To save the changes made, click the Publish button [7].
Create Call Routing Option
Click the Call Expand icon [1], then click the Create Routing Option button [2].
Enter Call Routing Details
To create a phone call routing option, enter the contact title in the Title field [1].
Enter the contact phone number in the Phone Number field [2].
Enter the receiver's email address in the Email Address field [3].
To assign the help option to a specific audience, click the Assign to drop-down menu [4]. Then select the applicable options.
To set the contact hours, click the Add available time link [5].
To have set unavailable hours, click the Add unavailable date link [6].
To save this for later and leave it unpublished, click Save as Draft [7].
To save the changes made, click the Publish button [8].
Create Chat Routing Option
Click the Chat Expand icon [1], then click the Create Routing Option button [2]
Enter Chat Routing Details
To create a chat routing option, enter the contact title in the Title field [1].
To select the chat type, click the Chat Client Type drop-down menu [2]. Select either an HTML Embed or a URL client type
Enter the embed code in the Paste your embedded code below field [3]. If you select the URL type, you can enter the URL and select to open the link in a new window.
To assign the help option to a specific audience, click the Assign to drop-down menu [4]. Then select the applicable options.
To set the contact hours, click the Add available time link [5].
To have set unavailable hours, click the Add unavailable date link [6].
To save this for later and leave it unpublished, click Save as Draft [7].
To save the changes made, click the Publish button [8].
