Link to Billing and A/R Contacts article: https://securityandalarminternalkb.knowledgeowl.com/help/billing-and-accounts-receivable-contacts
Step 1 - Please confirm that the Support Hold was placed PRIOR to the case being submitted. If the Support Hold was placed after the customer submitted the case, we can proceed with assisting them on that case. You can verify this by going to the customer’s account profile and clicking “Collections and Cancellations” under “Related List Quick Links”, as shown below. The Support Hold Date is listed in the far right column.
Step 2 – Return to the case and go to “Activity” to send the customer an email notification regarding the Support Hold. Use the email templates to send the “Support Hold Notification” template. This will pull all the case information required to fill in the blanks of the email before sending it to the customer to notify them of the Support Hold. You do not need to enter the information inside these brackets {{{ }}} .
Step 3- Once the customer has been emailed and notified of the Support Hold, click “Transfer” along the top of the case page. Click the dropdown menu under “Transferred To” and select “Support Hold”. Click “Save”.
This case has now been transferred to the Support Hold queue for our Accounting team to review.
