First Name

Last Name

Enter the name of the support representative.

Email Address

Enter the support representative’s email address. This address will be used for iSupport email notifications (and SMS notifications if Twilio integration is not configured and no value exists in the Alt Email Address field).

Alt Email Address

Enter an alternate email address for the support representative. In addition to informational purposes, this number will be used for SMS notifications and authentication codes sent by iSupport if Twilio integration is not configured. (If a value in this field is unavailable, the address in the Email field will be used.)

Phone

Enter the phone number for the support representative.

Fax

Enter the fax number for the support representative.

Mobile

Enter the support representative’s mobile phone number.  In addition to informational purposes, this number will be used for SMS notifications and authentication codes sent by iSupport if Twilio integration is configured. (If Twilio is not configured, the address in the Alt Email field will be used; if that is unavailable, to the address in the Email field will be used.)

SMS Carrier

Select the carrier that will be added to the mobile number to form the address that will be used for SMS notifications and multi-factor authentication. Available carriers are set up in the Options and Tools | Integrate |SMS Carriers screen.

Login

Enter the support representative’s user name for logging into the Desktop or mobile client.

If using Microsoft® Windows-based authentication with iSupport to bypass the iSupport Login prompt, enter the support representative’s Microsoft® Windows user name as follows: DOMAINNAME\username.

Password

If you are not using Microsoft® Windows-based authentication with iSupport, enter the temporary password for logging into the Desktop. (The support representative will be forced to enter a new password after entering his/her username and the temporary password.) The typed characters are masked after a few seconds, but you can copy the masked characters in the field. Password requirements configured via the Options and Tools | Administer | Security screen will be enforced; you can use the Generate New link to create a new temporary password that meets the requirements. You can also configure password expiration and include a Forgot Password link and formatted text and images in the login dialog via the Security screen.

Support representatives can change their password via the Preferences screen (accessed via the Desktop menu).

First Rep to Notify

Select the first person to which notifications should be sent regarding events such as routing.

Second Rep to Notify

Select the second person to which notifications should be sent regarding events such as routing.

Location

Select the location for the support representative. Locations are used for location-based routing.

Support Center

If applicable, select the support center for the support representative or leave Default selected to use the support center specified as default in the Support Center screen. The support center’s time zone will be used for date/time display. If you choose not to assign a support center, the time zone settings of the server hosting iSupport will be used.

Avatar

Click the Browse button to select an image to display in news feeds, as well as on the Approvals tab in the Incident, Change, or Purchase Request screens if the support representative is an approver in an approval cycle for the record.