NeuQs Help Desk Navigation Series
NeuQs General Update Type
When you want to record activity, progress or comment on a help desk call a General Update should be used. General Updates are visible to all assignees on the help desk call and typically no action is required. The help desk call status is unchanged by a General Update.>When you want to record activity, progress or comment on a help desk call a General Update should be used. General Updates are visible to all assignees on the help desk call and typically no action is required. The help desk call status is unchanged by a General Update.
Adding a General Update to a NeuQs Help Desk Call
Click the Add New Update to this Call button… The New Update dialogue box will appear…
Use the drop down box to select the General Update...
Update Options
You can control how the help desk call update is distributed using the Update Options...
TIP:
An email will only be sent out if the Email this update box has been checked
Check Is Private when the help desk update is to be visible to internal users only.
Check Email this Update when you want an email to be sent to the assignees on the help desk call. Note if used in combination with Is Private then an email will only be sent to internal users.
Check Send History with Update when you want to include all previous help desk call update texts to be included when Email this Update is set.
Update Email Distribution
When the Email this Update option is selected then all the help desk call assignees will be listed in Selected Users for email distribution.
You can select the users you wish to include on the email distribution from the Available Users and Selected Users by using the Add and Remove buttons.
TIP:
An email will only be sent out if the Email this update box has been checked
As well as distributing email to the help desk call assignees you can also use the Other Emails field to list additional emails for distribution.
TIP:
An email will be sent to the Other Emails entered for this update only. If you want to send all updates to Other Emails then they should be added to the help desk as an Assignee
Email Template
When emailing your help desk call updates you can choose the Email Template, to control the appearance of the email when it is sent.
Include Attachments
You can include any documents or files that have been attached to the help desk call in the call update.
Click Attachments to include in the update to view all attachments on the help desk call...
Select the Attachment(s) to be sent with the email update from the Available Attachments...
And click the Attach File button to add them to the Selected Attachments
Update Text
Enter Update Text to describe the current state of progress on the help desk call. Try to make the text as meaningful and descriptive as possible, remembering that this detail may be useful for the quick resolution of future help desk calls.
Example of bad Update Text
Example of bad Update Text
Example of good Update Text
‘Further to your last update, we are checking the data in the tables and will keep you informed of progress’.
Save Update
When you have set all the call update options as required click OK
Email Layout and Content
An email is sent to the Selected Users, and Other Emails on the help desk call update when the Email this Update box has been checked. The email will be formatted by the Email Template and will include the Update Text and any Selected Attachments.
Help Desk Call Status
The status of the help desk call remains Active as no response is required for a general update.