Request icon

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Version: 10
• 5 minutes to read
 • 5 minutes to read

Mobile CRM gives you access to the most essential features of SuperOffice on a smartphone and tablet. Handling customer requests in the Mobile CRM app allows you to stay in control of customer service no matter where you are.

Note

The Requests tab is shown only if your company has a Service or complete license. Individual users may view request info without a service user plan if their role and the request's category permits, but then may not reply or perform other actions.

Watch the video request handling to learn how to handle customer service requests in Mobile CRM (video length – 1:31).

Tabs in the main Request screen

Icon Tab Description
icon Search Search field (by ID or title) and history list.
icon Favorites Requests marked as a favorite (yellow star).
icon Open requests Your own or a colleague's.
icon Unassigned requests
icon Selections A list of selections of type request.

Request information

Header:

  • Icon (request image or placeholder)
  • Status
  • Request title
  • Customer name - company (click to navigate)

Icons in the action bar: Reply, Add comment, Call (the customer connected to the request), Messages, Details

Mobile CRM: Request -app-screen

The Task menu lets you take pictures and add them as attachments to a message, change request status, set the owner, and reply to and add comments to the request.

Where can I find requests?

  • The main Requests screen
  • Tab in Contact screen
  • Tab in Sale screen
  • Tab in Project screen

When viewing a contact, sale, or project, the Requests tab shows open requests linked to a specific item.

In lists, you will typically see ID, title, created at, status, and category for each request. The sort order is created at - descending.

View your open requests

  1. Go to Requests icon.

  2. Check that your name appears at the top.

    If another person's name is shown in red, this means that you are looking at another person's requests. Select the person's name and switch to your own open requests.

  3. Select a request from the list.

  4. Optionally, filter internal messages (show/hide) from the Task menu.

  5. Switch between viewing request details and messages.

    • Tap icon to switch to messages.
    • Tap icon to switch to details.
    Tip

    To configure visible fields, tap the cogwheel (icon). Use the toggle to hide/show fields. Tap and drag to re-arrange the order. Save your changes.

View someone else's requests

Need to keep an eye on your direct reports or wonder about what your colleagues are up to?

  1. In the Requests screen, select the Open requests tab.
  2. Select the name just below the row of tabs.
  3. On the Set owner page, select a person from the history list or search for an associate. Their name is now shown in red above the list of requests.
  4. Explore their open requests as described above.
Note

When you open another person's requests, only information that you have the rights to see is shown.

Notifications

You can get notifications on your device for different events:

  • New request
  • New request message
  • Request activated
  • Request escalation

In Notification Centre (iOS) / Notification drawer (Android)

SuperOffice Mobile CRM request notifications -app-screen

Click the notification to open the request in Mobile CRM.

Tip

Switch on and off push notifications for specific request events in Mobile CRM > Settings > Notifications.

In Mobile CRM Notification screen

  1. In the navigator, select Notifications.
  2. Select the Requests tab.
  3. Open the Task menu to filter which types of notifications you see. Unread notifications are bold.
  4. Tap a request to open it.

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