A new question can be created:
- By support staff in the Support Desk;
- By customers in the Customer Desk;
- Via email interface.
Usage
This section deals with creating questions through the Support Desk Interface, where new questions can be created either in the Questions area (the Questions tab) or via a customer record view page (the Customers tab; in this case the system will fill the Customer E-mail field automatically). These options may be used to handle support calls, sent by telephone or by any other means besides web-based Customer Desk or email (when CRMdesk e-mail integration is active).
Path
Questions tab – New or
Customers tab – a Customer record – New Question Button
Procedure
On the New Question page, you should fill out the following fields.
- Summary (required) – a brief description of the subject.
- Question (required) – the question/issue/problem description.
- Attach File (optional) – local path to the file you would like to upload and attach to the question. Only one file can be attached at a time. To attach more files, open the question for editing.
- Product (required) – the product to which the question is related.
- Area (optional) – the product area to which the question is related.
- Custom fields (optional or required) – depends on “question” custom fields settings and parameters.
- Customer E-mail (required) – the e-mail address of the customer who submitted the question.
- Status (optional) – the status that you would like to assign to the question when it is saved. The default status is specified in the question status settings.
- Assign To (optional) – the user to whom you would like to assign the question for further handling. By default, the system follows Assign Rules, but you can also specify the user manually.
- Template (optional) – a pre-defined text that should be included into the Question field. Select the necessary template from the list and click Apply to reload the page and show the template contents.
To spell check the text of the question, press the Spell Check button.
To save the question, press the Submit button.
Tips
The Summary of each question should be descriptive and specific, but at the same time as short as possible. Long or generalized summaries make it difficult to find and process questions.
Assign questions to specific users only when you know exactly who is responsible for handling your question. In all other cases it is recommended to follow assign rules. This is especially true for large support teams with complex business rules.
Next: Accessing Questions