Requests from the portal

When a customer raises a request in the portal, it arrives in Enquiries like any other enquiry, marked Portal. The SLA clock starts when it arrives.

1. Open Enquiries. Portal requests show “by portal”.
2. Open the request. The From the customer portal card shows:
   • the customer’s answers to the Urgency answers questions,
   • Access notes for the engineer,
   • Customer PO, their order number.
3. Check the priority. It comes from the urgency answers, and you can change it.
4. Triage and convert it to a job as usual. See Log an enquiry.

Photos the customer added are in the request’s files.

The office team is alerted when a portal request arrives, and the customer gets an email with the reference. Once you convert it, the customer follows the job in the portal.

Comments and questions

Customers can also:

• add a comment to a job. It appears on the job’s notes as a customer note, with their name, and the office is alerted.
• ask a question about a quote or an invoice. Whoever handles quotes or invoices is alerted. Reply by phone or email.

If a customer tries to accept a quote over their approval limit, the portal stops them and the office is told.