Entering of new discussion posts

Discussion posts in requests can be entered by several ways

  1. Logging into the CDESK portal

  2. By an e-mail

  3. Via the Web form

 

  1. Entering the discussion post when logged in the CDESK

After logging into the CDESK, go to Customer Desk -> Administration -> Requests and open the desired request, to which you want to add a discussion post. At the lower part, there is a whole discussion record with option to add a new post – after writing it, just click on the Save&Send button. Automatic notification e-mail will be sent to all interested parties (customer, solver, creator, etc.)

Adding new discussion post after logging into your CDESK account

Image: Adding new discussion post after logging into your CDESK account
  1. Entering the discussion post by an e-mail

Easiest way to add post or an answer into discussion is to reply on the received notification e-mail about creating the request or to reply another CDESK e-mail, without changing the subject - especially ID and RE: / FW characters must remain!

Adding discussion post by replying to notification email

Image: Adding discussion post by replying to notification email

All interested parties will be notified about successful addition of new discussion post by e-mail, as seen on picture below.

Notification about new post in requst`s discussion

Image: Notification about new post in requst`s discussion

You can view the discussion in CDESK too. Just open the desired request and the discussion posts are shown at the bottom.

In case that the customer has enabled the Out Of Office feature in his e-mail account, CDESK will automatically recognize and assign this e-mail to corresponding request as a non-highlighted discussion post and the content of automatic answer will be saved in attachment.

 

  1. Entering the discussion post via the Web form

There are two methods of entering the posts to discussion via the Web form:

Method A: Web form opened by link in CDESK e-mail

CDESK e-mails contains (except the proposal e-mails) the link “Add post”, redirecting to the specific request in CDESK portal for entering the discussion post. You will be asked to log into your CDESK account first.

Link in e-mail to open web form for entering new discussion post

Image: Link in e-mail to open web form for entering new discussion post

Method B: Post entered via the standard Web form, which is manually assigned to the discussion

Customer enters the new request via the Web form and responsible operator for web requests can assign this request as a discussion post in another request.

Web form for entering new discussion post

When the new web request is processed by CDESK, responsible operator has following options to choose. If he considers, that this is the discussion post, he just clicks on the button “Add as a discussion post”

Message for processing as a discussion post

Image: Message for processing as a discussion post