TABLE OF CONTENTS
Navigate to: OMS > Service Requests > "Manage" action
The "Manage" action lets administrators respond to customer queries. When managing a request, administrators can navigate between four tabs: Request Details, Notes, Reply to Customer, and History.
Service Request Details
Detail | Description |
Email ID | This is the customer’s email address. All correspondence will be sent to the customer via this email address. |
First Name | First name of the customer |
Last Name | Last name of the customer |
Company Name | Company name, if applicable |
Phone Number | Customer’s phone number |
Created Date | The date ticket is created in read-only mode. |
Origin | If the customer is logged in, profile information will be passed as "Origin." |
Store Name | The originating store name to track the ticket |
Status | Closed, Duplicate, Deferred, Pending; Assign ticket a status |
Priority | Emergency, High, Medium, Low; Assign ticket a priority |
Title | Specify a title for the ticket |
Description | Rich text field to reply to customers via email. |
Manage Notes
Navigate to: OMS > Service Requests > "Manage" action > “Notes” tab
Administrators can use the "Add New" button to include notes on the ticket
Add Notes
Navigate to: OMS > Service Requests > "Manage" action > Notes tab > "Add New" button
Steps to Add Notes:
- Add Note details
- Save progress using the "Save" button
Edit Notes
Navigate to: OMS > Service Requests > "Manage" action > Notes tab > "Edit" Action
Steps to Edit Notes:
- Edit Note details
- Save progress using the "Save" button
Delete Notes
Navigate to: OMS > Service Requests > "Manage" action > Notes tab > "Delete" Action
- Click on the Delete "Icon"
- After confirmation, the Note is deleted.
Manage Reply to Customer
Navigate to: OMS > Service Requests > "Manage" action > “Reply to Customer” tab
In this tab, administrators can respond to Service Requests via emails.
Steps to Manage a Reply to the Customer:
- Add Reply to Customer details and/or Attachment
- Save progress using the "Save" button
- The page redirects to the History tab with confirmation that an email has been sent to the customer.
View Service Request Contact History
Navigate to: OMS > Service Requests > "Manage" action > History tab
In this tab, administrators can view the email history of the customer.