Can I add more options to Request Status Field?

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• Can I update a particular field based on the incoming Request?

  Yes, you can update a particular field using WorkFlow Assignment Values. Goto Setup > Workflow Settings > Create a workflow rule. Then create a workflow assignment value and associate that to the Workflow Rule. For detailed help to create workflow ...

• Can I view the status of my request without logging into Portal?

  No. You can view the status of your request, only when you have logged into the customer service portal.

• What are the modes available to add a new Request?

  A new request can be added in 5 unique modes. 1. Manual Addition: When your customer lodges an issue over phone, the support rep tending to the customer can manually add a request by filling the Add-Request form.. 2. Via E-mail : Your customers can ...

• Can I notify customers when a request is updated with a particular status?

  Yes, you can notify customers when requests are updated with a particular Status. To achieve this, you can setup Workflow Rules and Alerts. Goto Setup > Workflow Settings > Workflow rule > Create new rule for Request module. Then create alert, Goto ...

• Can I create Pre-defined Request Templates?

  Yes, you can create pre-defined Request Templates with pre-defined set of values in the Request form fields. Customers or Support Agents can quickly select the Request Template for further action. To add new Request Template, Goto Setup >Templates ...