What is the difference between Reporter and an Agent

Modified on Tue, 23 May 2023 at 05:14 AM

In SupportLogic, the reporter and the agent are identified based on the icon as shown on the below screenshots.


 

Reporter

A reporter is a customer or end-user who reports an issue or problem with a product or service. They are the ones who initiate contact with the support team by submitting a support ticket, filling out a contact form, or sending an email.


Note: In SupportLogic, a reporter can be treated as a separate customer and can see case metrics for a specific reporter.



You can also search for a particular reporter using the Customer Insights option. 



Agent


An agent is a representative of the customer support team who is responsible for resolving the issue reported by the customer. They use their knowledge and expertise to provide excellent customer service and ensure customer satisfaction. In SupportLogic, the agent icon is shown with a headset icon. You can check out the screenshot below for reference. 



You can also search for a particular agent using the Agent Insights option. 


 






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