Question Status Settings

Usage

CRMdesk handles question statuses of two types:

• Awaiting staff response;

• Awaiting user response.

When a question is created or updated, it is assigned one of the statuses:

• When a customer creates or updates a question, an ‘awaiting staff response’ status is assigned to it automatically;

• When a support team member creates or replies to a question, the user can choose the new status manually and override the default status proposed by the system.

Later, the status field is used for sorting and reporting purposes.

Custom statuses may be added through the Status management screen.

Status may be also changed by users while adding a Note to the Question’s discussion thread.

Closed questions don’t have status attribute.

Path

Setup tab – Support Desk Setup – Question Status

Procedure

To create custom statuses, enter question statuses you would like to use for each group.

In each group one status must be marked as Default. Support Desk suggests the default status when you create new questions or reply to existing ones. In Customer Desk, this status is assigned automatically when a customer updates a question.

In the ‘Awaiting staff response’ group, one of the statuses must be marked as Initial. The system then uses this status to automatically mark all new questions created by customers.

Initially, CRMdesk has one default status in each of the two groups:

• In Progress - in Awaiting staff response group.

• Pending - in Awaiting user response group.

When you create a new question status (or edit an existing one), you can include it into reports: select the Include in Resolution time or Include in Pending time checkboxes next to a necessary question. All question with this status will be taken into account when a corresponding report is generated.

To save your changes, click the Submit button.

Note:

Initially, the system offers only seven Status fields for custom statuses of each type. To enter more custom statuses in a group, fill the first seven, save, and then enter the Status management area again. More empty fields for other custom statuses will appear.

Tips

Do not hurry to create numerous statuses in each group unless the complexity of your business processes requires that. The fewer statuses you maintain, the simpler and faster question processing will be. It is up to your support team to create question status conventions. However, to avoid confusions and extra work, make sure all your CRMdesk users have a clear common understanding of the statuses.

Next: Idea Status Settings