Support

Triage and complete an inquiry

Verify the sender, classify the request, connect real work, and close with a complete timeline.

6 stepsAbout 10 minutesVerified 2026-07-22

Before you start

•The inquiry has verified ownership, linked work, recorded communication, and accurate status.

• Inquiry actions may send replies or invitations; verify identity and destination first.

Step-by-step procedure

Follow in order

1
Select
Open the oldest urgent inquiry
Use SLA and priority signals, then open the inquiry and read the complete source message before choosing an action.
2
Enter information
Verify or link the customer
Search name, phone, email, address, and account number; link the existing customer or create only after duplicate checks.
3
Choose an option
Confirm category and owner
Set Sales, Support, Admin, or Needs classification based on the message and assign a responsible active office user.
4
Verify
Create or link the real work
Reply, log a call, create or link an estimate or ticket, or send scheduler options according to the verified request.
5
Verify
Review the inquiry timeline
Confirm communication, linked records, ownership, notes, and delivery outcomes appear once and in the correct order.
6
Verify
Close only when coordinated work is clear
Close the inquiry when the request is resolved or linked work owns the next step; otherwise snooze with an owner and reason.

Confirm the record status, your role, and the selected tab; unavailable actions are often intentionally gated by those conditions.

Triage Website and Email Monitor requests without duplicating work.

Search people, companies, properties, systems, and account numbers.

Preserve one complete case history while assigning, communicating, scheduling, and resolving.

Select the verified customer and build a reviewable quote without sending it.