5. Communicating with the Requestor

How to Communicate with the Requestor

There will be times you need additional information from the requestor or you want to update them on the ticket. You would do this all through the Actions button.

1. Click the Actions button on the menu bar at the top of the ticket.
2. Click the Update
3. In the New Status field, click the drop-down arrow to view all status options.
4. Click the status option to select it for the updated ticket.
5. In this example, On Hold- Awaiting Customer is selected.
6. Add your question or comment in the Comments field. There are some templates already created, try those templates first.
7. To make the Comments field visible to your customer in the ticket, uncheck the box next to Make comments private. This will allow them to see the comment when they log into the portal.
8. Complete any other fields as needed in the Update Incident form.
9. Click in the Notify field.
10. Type or search for the name of the customer you want to receive the notification about the updated ticket.
11. Click on the customer name in the drop-down list.  If you would like to notify all people associated with the ticket, click the people icon next to the Notify field.
12. Make any other necessary updates to the ticket fields.
13. Click Save in the top left corner of the ticket

NOTE: This is the only way a requestor will know that their ticket has been resolved or their request fulfilled or that there is more information needed.

You must add the requestor to be notified. To send notifications to additional people, you may use the Notify Other People field and/or the Other Email Addresses field. Any comments made during this update will be included in the notification to recipients.