Split a request

Audience:
person
• 2 minutes to read
 • 2 minutes to read

If a single request contains several questions, for example, if the customer first asks a technical question and then uses the opportunity to raise an invoicing query, you can split the request into two.

Tip

You can also split a message.

Steps

  1. Open the request.

  2. Click the icon Task button and select Split.

    This opens up a dialog, where you specify information about the new request.

  3. In the tab Properites of the new request, you have the different fields to fil in.

  4. In the Title field, enter a descriptive name for the request.

  5. In the Category field, select a category for the request.

  6. In the Priority list box, you can choose between Low, Medium and High, or you can make the system assign the priority automatically. This can be done, for example, on the basis of escalation levels set for different contacts and companies.

  7. In the Access level list box, select one of the following options:

    • External: Select this option if the contact is to have access to the request via SuperOffice Customer Centre.
    • Internal: Select this option if the contact is not to have access to the request.

  8. In the Status list box, choose one of the following:

    • Open: Select this option if the request is in progress.
    • Closed: Select this option if the request is completed.
    • Postponed: To postpone handling of this request, select this option and specify a date in the date field to the right. On this date, the request is set back to Open.

  9. Select the Messages tab where you will find a list of messages involved in the request. Here you select the messages you want to move to the new request.

  10. Click OK. The request is split.

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