Responding to Customer Portal Requests

Customer Portal requests can be resolved from the web portal.

Portal Notifications	Request Statuses
Viewing Requests
Sending Messages
Resolving Requests

Portal Notifications

When clients submit new requests, assigned users receive the # New Client Requests notification on the web portal. The notification will remain until the request has been Opened.

# New Client Message appears when customer messages are received.

Viewing Requests

1. On the web portal, go to Customers > Manage Customer Portal or click the New Client Requests notification.
2. On the Portal Activity tab, click View Request.
3. The following tabs will be available:
   
   • General - Details of the request, including the service details and client notes.
   • Messages - Client messages attached to the request.
   • Notes - Internal notes on the request. These notes are not visible to the client.
   • Actions - Updates the request status.
   • Images - Media attached to the request.

Sending Messages

Clients can add messages to Service requests, Supply requests, and Feedback, with users able to respond via the web portal. Messages cannot be edited or deleted.

To send a message:

1. On a client request, open the Messages tab.
   • The total number of messages will appear in parentheses.
     
2. Type your response, then click Send Message.

User view from the Messages tab:

Client view from Customer Portal:

Resolving Requests

Clients receive an email notification whenever their request status has changed.

1. On a client request, open the Actions tab.
2. Click Mark as Open.
3. Add a customer-facing update, then click Mark as In-Progress.
4. While In-Progress, the following options are available:
   • Request Client Confirmation of Resolution - Changes the request status to Pending Confirmation. If the client confirms resolution through the customer portal, the request will be Resolved.
     If the client denies resolution, the request will revert to In-Progress.
   • Confirm Resolution, Skip Client Confirmation - Changes request status to Resolved.

Request Statuses

• New - No actions have been taken on the request.
• Opened - A user marked the request as Opened.
• In-Progress - The request is in progress. Status Notes will be visible to the client in the Customer Portal.
• Pending Confirmation - The client must confirm request resolution in the Customer Portal to resolve the request. When confirming, clients are prompted to state their satisfaction level, the resolution status, and add an optional note.
  
  Users cannot resolve the request while in this status.
• Resolved - This status cannot be reverted. Messages and Notes can still be added.

For more information, or to send in a request to the Janitorial Manager support department, use the red 'Help' button in the bottom right corner of any Help Desk article.