We've introduced the Support Center to help admins manage player inquiries more efficiently. With the Support Center, agents can receive notifications for new cases, assign them to the right agent, access player details, and stay on top of unresolved issues.
What can a Support Agent do?
Support Agents can view all cases, close and reopen them as necessary. Agents can easily filter cases assigned to them and view cases handled by other agents.
How do I set it up?
Send a message to support@opensports.net to have the Support Center enabled for your group. Activation typically takes up to 24 hours, and the functionality is included in all plans. Once enabled, grant the appropriate members access so they can monitor and respond to customer cases. Support Agents and Group Admins will see a new Support tab in the Admin Dashboard on the web, where they can view cases. In the app, they can go to the Messaging tab and tap Support to see the list of cases.
Which admins can access the Support Center?
We’ve created a new Support Agent role that provides access to the Support Center, allowing users to view, respond to, and assign cases to different agents. Only users assigned as Support Agents will receive notifications of incoming cases. Group admins can also access the Support Center but need to be given the Support Agent role to receive notifications about new cases.
How do I add Support Agents?
Support Agents can be assigned on both the web and the app. Once assigned, Support Agents will gain access to all cases and begin receiving notifications for new ones. Only Group Admins have the ability to assign a user as a Support Agent.
- On the web, ensure you are logged in and go to your group dashboard.
- Click on User Roles, and add the user under Support Agent. Note: The user must already be a member of your group on OpenSports to be assigned as a Support Agent.
What happens when removing a Support Agent?
Removing a Support Agent or Group Admin will remove them from all support tickets they were previously involved in. However, their existing messages will remain intact.
How are cases created?
Both players and admins can create support cases. Players can create cases by pressing "Message Us" on the group page or "Get Help" from a league or tournament. Admins can create cases with players from the Support Center on web or app.
How are agents assigned to cases?
Agents are automatically assigned to a case when they send a message. Alternatively, an agent can manually assign the case to themselves or delegate it to another agent.
How are cases closed?
Only Support Agents can close cases. They can close and re-open cases on both web and app. If either a player or a Support Agent sends a message in a closed case, it will automatically reopen.
What notifications get sent?
Support Agents will receive a push notification when a new case is created. These notifications are only sent via push, not email, so it's important that agents have push notifications enabled or regularly check the Support Center for new cases. Assigned Support Agents will receive follow-up messages as either an immediate push notification or via email (note that emails are batched approximately every 15 minutes).
How do I see reporting and stats?
Go to your group's admin dashboard on the web and click Reports, and select Support Center to see an overview of when support cases are opened and how they're being resolved.
Questions? Send them our way: support@opensports.net