Configuring a Service Request

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

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 ticket

Status

Closed, Duplicate, Deferred, Pending; Assign ticket a status

Priority

Emergency, High, Medium, Low; Assign ticket a priority

Title

Specify a title for 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:

  1. Add Note details

  2. Save progress using the "Save" button

Edit Notes

Navigate to: OMS > Service Requests > "Manage" action > Notes tab > "Edit" Action

Steps to Edit Notes:

  1. Edit Note details

  2. Save progress using the "Save" button

Delete Notes

Navigate to: OMS > Service Requests > "Manage" action > Notes tab > "Delete" Action

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:

  1. Add Reply to Customer details and/or Attachment

  2. Save progress using the "Save" button

  3. 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 with the customer.

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