In Falcon, how do I send email to a customer?

Note: A project is underway to replace Falcon with a service desk system from Numara Software called Footprints, scheduled to be in full production in early summer 2009. For more information, see the Service desk implementation project page.

In Falcon, before you can send email to a customer, you must create and save a contact. To do so, follow the instructions in the Knowledge Base document In Falcon, how do I create a contact? After you have saved the contact, do the following:

1. From within the contact, click Correspondence.
   
   
2. Click Send Email.
   
   
3. In the "To:" field, enter the customer's email address. (In most cases, this is automatically populated.)
   
   
4. The subject of the message is the contact number. Leave the subject intact so the customer's response will be properly routed and appended to the appropriate contact.
   
   
5. Compose a message to the customer in the "Message:" field. To add the contact description to your message, click Copy Description.

   Note: To send a pre-written response for a given problem to a customer, please use the canned answers. To access the canned answers, click the icon in the "Canned Answer" field.

6. When you're done composing your message, click Send.

Also see:

• In Falcon, what is an assignment group?
• In Falcon, how do I create or reassign an incident?
• In Falcon, how can I check the status of my contact or incident?
• In Falcon, how do I page second tier support?
• For Falcon at IU, how can I report a problem or ask a question?