Using the New Button
The New button is used when you want to create something from scratch.
It gives you two options, depending on what you’re trying to do.
See screenshot below showing the New button.
Creating a new enquiry
When you select New Enquiry, you’ll first be asked to choose a mailbox.
This is important because the mailbox determines how the enquiry will be handled and what information needs to be captured.
Once you’ve selected the mailbox, you will be taken through a wizard.
The wizard guides you step by step, asking you to capture the information needed to create the enquiry properly.
You don’t need to worry about remembering everything at once, just follow the screens and complete the fields as they appear.
See screenshot below showing mailbox selection.
See screenshot below showing the enquiry wizard.
After you finish the wizard and submit, the enquiry is created and becomes available for tracking, actioning, and reporting like any other enquiry.
Creating a new note on an existing enquiry
The New button can also be used when you’re already working on an enquiry and want to add a note.
This is useful if you need to:
- Record an update
- Add context for another user
- Leave a handover message
The note you create is visible to everyone who interacts with the enquiry.
It forms part of the enquiry’s communication history, so it’s always available for reference.
See screenshot below showing the Add Note option.
See screenshot below showing the note in the communication history.
Things to keep in mind
- Notes are shared, anything you add can be seen by other users
- Notes do not create a new enquiry; they simply add information to an existing one
- The New button helps keep all communication and context in one place
In short
Use the New button when you want to:
- Create a brand-new enquiry using the guided wizard, or
- Add a note to an existing enquiry that everyone can see