¶ Create information request in a ticket
In JOIN Customer Contact it is possible to create a Ticket. It can happen that a user needs help from a colleague when processing a ticket.
He can ask this internal question by creating an ‘Information request’ in the ticket:
When creating an Information request, a user can select an employee or enter an email address if there is a question for an external party that does not work in JOIN Customer Contact:
The person handling the information request is an employee of the organization
Handler of the information request is someone who does not work in JOIN Customer Contact
Once an information request has been added, it will also be included in the Ticket:
Of course it is also possible to directly create an Information request via the dashboard:
When creating an Information request, a user can choose a template for a question:
These templates can be configured in the JOIN Customer Contact Management Console
The template of an information request also falls under the task templates. As soon as a task template is added, ‘Information request’ can be selected at ‘Task type’:
After filling in all fields and saving the template, it will also appear in the information request as a template:
¶ Handling information request
In the ticket above, an information request has been made for Rik Bakker. Rik Bakker sees this information request between his tasks:
As soon as Rik clicks on the information request, he sees Abe’s question under ‘Conversation’. Rik can respond to the information request by clicking on ‘Treat’:
Rik can then link a comment and possibly a file:
As soon as Rik clicks on ‘Save’, Abe will see that someone has responded to his Information request:
Suppose there are 200 tasks in Abe’s list and the response is somewhere in position 195, then Abe can also click on ‘1 New response received’. Then only the information request(s) to which there is a response will appear:
Abe can now return a response or he can handle the information request:
Respond to the information request
