Request Conversations
Resolving a request may involve multiple interactions between the support rep and the contact or any other person. For easy-tracking, these interactions are saved in the conversations box.
1. Go to the Requests tab and click the subject line of the desired request.
2. Select Reply from Reply drop-down menu. To reply to a previous message, click Reply against the message in the Conversations box.
3. Add a reply message and attach files, if necessary, and then click Add.
You can use notes instead of reply to record telephonic conversations. To learn more,click here.
To forward a request:
1. Go to the Requests tab and click the subject line of the desired request.
2. Select Forward from Reply drop-down menu. To forward a specific message in the conversations-box, click Forward button against the message.
3. Add email ids to which the request details are to be forwarded.
4. Add any additional message and attach files, if necessary, and then click Send.
- The reply message is sent to the contact's email id as well as added to the conversations box.
- The reply message and forwarding details are added to the conversations box.
- Subsequent messages are appended to the corresponding message as a thread.
To delete an interaction such a reply message or notes, click Delete button against the respective interaction in the Conversations box.
- Deleting a note removes it for both support rep and customer.
- Deleting a reply or forward message deletes it from the support-portal only.
Split as a new request
You can split a reply message as a new request. This is useful when the request is too complex or when the contact uses the previous email thread to raise new requests.
To split a reply message as a new request:
1. Go to the Requests tab and click the subject line of the desired request.
2. In the request details page, click Split as New Request button against the message you want to be converted as a new request.