If you use more than 1 support channel offered by UseResponse and have tons of customers, it would be helpful to track not just user activity, but also save additional data about other points of contacts using Internal Notes.
This feature is designed for small sales team or marketing managers that don't need complicated CRM software and can be accessed directly from user's profile in agents interface.
There are lots of use cases when notes could be helpful for support agents. If agent had any point of contact with the customer, he can add a note with agreements results and leave a reminder for further actions that have to be done.
With the help of internal notes agent can save the history of all negotiations with the customer held via different sources even outside UseResponse Support (Skype, phone calls, remote sessions, personal email etc.). In this case even if the agent is on vacation or absent for other reasons, available agents can continue engagement with the customer based on the whole information stored in user's notes.
Admins & Agents with "Manage People" permission can manage notes. Other agents would be able just view notes
Sometimes you need to remind about the next contact with a customer or set some demo session. That's where reminders for internal notes would be useful. You can set reminders only for yourself.
All reminders are displayed and managed in agent's dashboard in Reminders section.
When scheduled reminder triggers, the agent will get notification both in the system and via email.
In Administration » Email » Email Templates you can find User Notes Reminder email template that could be modified in your own way. Please refer to the article for more details how to change email templates.
Note: self-hosted package should have scheduled jobs - hourly be triggered in order for the system to send reminders
Find Notes in User Reports
UseResponse allows to build custom users reports based on the sources agents contacted with clients and the date or certain period of time when notes were created.
Just select in conditions required sources and date range note could be created and either save or run the report.
Please find more details how to create and manage custom user reports