Contacting by phone, email or direct message from an issue

DMF

160402 TOOLS CONTACTS NEW

160403 TOOLS CONTACTS MODIFY

A contact can be created directly from the issue in order to add them as the requester or user. This creation is only available when the contact's field is not specified.

1 From the issue > context pane > Contacts section, click on for the Requester and User fields.
2 In the creation window, specify the following fields:
Field Description
Identity Select the Title from the drop-down list and specify the contact's First name and Last name.
Contact details on customer site

Specify the contact information at the customer site:

  • job information: Third-party title, Third-party service and Third-party position.
  • contact details: Phone and Mobile phone numbers and Email.
Specifics about customer site

Check the following options depending on what you need:

  • Help Desk interlocutor - This option must be checked in order to check the following options.
  • Main Help Desk interlocutor
  • Help Desk VIP
  • Blacklisted for Help Desk
Notes Add notes related to the requester or user linked to the issue.
3 Specify the information of the My quick accesses section. This section corresponds to the general information fields and custom data.

For more information about the general information, refer to Managing quick accesses.

By default, no fields are visible in the My quick accesses section. To add fields to the section:

  1. Click on .
    On the left, the list contains fields available to be added in quick access. On the right, the list contains fields added in quick access.
  2. Drag and drop a field from one list to the other to add it in quick access or remove it from quick access. To add or remove all fields at once, click on the or icon.
  3. Click on Apply.

The fields added are visible in this section when creating other contacts.

4 Click on Save to validate the creation of the contact.

This new contact is specified automatically in the Requester or User fields.

When a contact is specified, click on on the right of the field then on Modify to modify the contact. Make all necessary modification and click on Save to update the information.

To modify the contact specified, click on on the right of the field then on Modify. Modify the desired information then click Save.

From the context panel of an issue > Contacts section, the following features are available on the right of the Requester and User fields when a contact is specified.

Allows you to send an email to the email address in the professional contact details of the relevant contact. A draft email is opened in the default messaging tool on the user's computer.

Hover over the icon to display the email address of the contact.

The icon is inactive if there is no linked email address and, in that case, the feature cannot be used.

Tip

It is possible to copy email address by clicking the then on Copy email address.

Allows you to call the phone number from the professional contact details of the relevant contact. The call is made with the online calling tool set up by default in the user's browser.

Note

If the CLICTOCALL_TEL application control is enabled, the call is made with the TEL or SIP protocol depending on the application control's setup.

Hover over the icon to display the landline phone number of the contact.

The icon is inactive if there is no linked landline phone number and, in that case, the feature cannot be used.

Tip

It is possible to copy the phone number by clicking on the icon then on Copy phone number.

Allows you to call the mobile phone number in the professional contact details of the relevant contact. The call is made with the online calling tool set up by default in the user's browser.

Note

If the CLICTOCALL_TEL application control is enabled, the call is made with the TEL or SIP protocol depending on the application control's setup.

Hover over the icon to display the mobile phone number of the contact.

The icon is inactive if there is no linked mobile phone and, in that case, the feature cannot be used.

Tip

It is possible to copy email address by clicking the then on Copy cell phone numbe.
DMF

WEB PORTAL EMAIL SEND EMAIL

Prerequisite: On-going modifications on the issue must be saved.

From the issue, an email can be sent to a person other than the external requester or the user.

1 Click on at the top right of the issue.
2 In the Send by email window, specify the information:
Field Description
To

Used to define the recipients of the email.

Specify the first characters of the employee or the desired contact. Employees and contacts matching the search are displayed directly. Select the desired recipient. Add as many employees or contacts as necessary.

If the recipient does not exist in Akuiteo, specify the email address directly.

Tip

Press F2 from the field to open the list of all existing employees and contacts.
Cc

Used to define the cc recipients of the email. This field is visible only when the Show details option is enabled.

Specify the first characters of the employee or the desired contact. Employees and contacts matching the search are displayed directly. Select the desired recipient. Add as many employees or contacts as necessary.

If the recipient does not exist in Akuiteo, specify the email address directly.

Tip

Press F2 from the field to open the list of all existing employees and contacts.
Bcc

Used to define the bcc recipients of the email. This field is visible only when the Show details option is enabled.

Specify the first characters of the employee or the desired contact. Employees and contacts matching the search are displayed directly. Select the desired recipient. Add as many employees or contacts as necessary.

If the recipient does not exist in Akuiteo, specify the email address directly.

Tip

Press F2 from the field to open the list of all existing employees and contacts.
Reply to

Allows you to define recipients in case of reply to the email sent with this feature. This field is visible only when the Show details option is enabled.

By default, if the recipients reply to the message, the email address of the connected user will be used. If you want the reply to be sent to other recipients, add one or more employees or contacts, or specify the email addresses directly.
Template

The template reports available are shared editions such as Quotation and Quotation list type.

Check:

  • either Include report in the email body so the report is added to the email body. The report must be available in the HTML format in order to be included in the email body.
  • either Attach report to the email so the report is added as attachment instead of being in the email body.
Object

Specify the email subject.

By default, the number and date of the quotation are specified but you can modify the subject if needed.
Message

Specify the message body.

A note indicating the name of the sender is inserted automatically in the email body so that the recipient knows the sender of the email.
3 Click on Send.

The email is sent to the specified recipients.

DMF

141341 HELPDESK ISSUES ISSUE MESSAGES or 142603 HELPDESK SIMPLIFIED ISSUE SEARCH

Direct messages allows you to quickly and easily communicate with the customer, and limit the exchange to the issue's context. A customer wanting to discuss about another issue will have to do that directly from that issue to avoid misunderstandings.

Important

Direct messages must be activated from the Desktop Application's setup, from Help Desk setup > Issues and tasks > Issue messages > Issue messages section > Activate messages for issues option to check.

Direct messages from the customer are sent from their Customer Portal and are displayed in purple in the activity feed of the issue from the Help Desk Portal. At the bottom right of each customer's message, click on Mark as read (or Mark as unread) to inform the customer that their message was successfully received.

Reference

With the CatchMail, you can send direct messages on issues by sending an email from your mail application of your computer.

For more information about sending direct messages with CatchMail, refer to Sending messages on issues.

To send a direct message or reply to a message from the customer:

1 Click on at the bottom right of the activity feed, from the relevant issue.
2 Specify the message.

Tip

In this field, you can insert table texts and rich text (refer to Using table texts and Using rich text).

3 Check Notify by email if you want to send an email to notify the customer of the message.

Note

By default, the Notify by email option is unchecked. To change this performance, check the 'Notify by email' checked by default option from the Desktop Application's setup, in Help Desk setup > Issues and tasks > Issue messages > Customer email section.

4 Click on Send to send the direct message.

The direct message is sent to the customer who can read this message from their Customer Portal. The direct message is added to the activity feed of the issue.

If the conversation is blocked, direct messages already sent or received remain visible in the activity feed of the issue, but the icon is inactive.