Adding responses

The incident thread, which displays communication between the customer and agent, is located on the Messages tab. The type of entry—customer entry, response, or private note—is indicated by color coding on the tab. On a new incident, the default entry type on the stan­dard incident workspace is Customer Entry (the default channel is By Phone); when editing an incident, the default is Response. Using the View drop-down menu, you can filter dis­played threads by type; use the Sort menu to display threads by descending or ascending date.

The customer’s question, if submitted through the end-user interface, appears as a Customer thread. You can also enter the question for the customer if, for example, you are responding to a phone call; that thread appears as a Customer Entry. Besides adding a Response thread, you can also add a Private Note thread, which can be read by other staff members but not by customers.

To add a response to an incident:

1	Right-click the incident on an incidents report and select Open>Incident.

2	If the Messages tab is not on top, click Messages.

When you edit an incident on the standard incident workspace, the Response option is selected automatically. When you add an incident on the standard inci­dent workspace, the Customer Entry option is selected automatically.

3	If the Response option is not selected automatically, click the Add button and select Response.

4	Type your response to the customer’s question in the text window.

To add a customer entry or private note to an incident:

1	Right-click the incident on the content pane and select Open>Incident.

2	To add a customer entry, click the Add button and select Customer Entry.

3	To identify a channel for a customer entry, click the By Phone drop-down menu in the Customer Entry title bar and select one of the following options: No Channel, By Phone, By Fax, or By Post. (By Phone is the default channel on the standard incident workspace.)

4	To add a private note, click the Add button and select Private Note.

5	To identify a channel for a private note, click the Note Channel button (next to Private Note under the Add button) and select one of the following options: No Channel, By Phone, By Fax, or By Post.

6	Type the customer entry or note in the text window.

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