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:
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
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 with the customer.