There are two ways in which you can change the resource associated with a reaction in SmileBack.
Changing the resource in ConnectWise and SmileBack
The easiest way to change the resource who receives the reaction is to edit the resource in ConnectWise and reload the ticket details in SmileBack.
If you want to change the way SmileBack applies the reaction to resources, you may also want to review the resource formula that you use.
Changing the resource in SmileBack only
To change the resource assigned with an individual reaction:
- Click on the reaction in order to open the reaction details.
- Next to the resources field, click on the pencil
- Enter the name of the appropriate resource and click on the check mark to save.