Enquirer’s Details

Overview

When you open a new enquiry in the Enquiry Wizard for the first time, the system guides you through a series of steps to make sure the enquiry is set up correctly before you begin working on it. One of those steps is confirming who the enquiry is actually about, and that is exactly what the Enquirer’s Details panel is for.

You will reach this step after the system has prompted you to confirm how the incoming email should be handled. If you indicated that the email is a new enquiry, the system will move you forward to this panel automatically.

What is an Enquirer?

The enquirer is the person the enquiry is about, the one whose issue needs to be resolved and who needs the final answer. This is not always the person who sent the email. For example, someone might be writing in on behalf of a client or colleague. Before moving on, take a moment to confirm that the details shown are for the right person.

By default, the system will pre-populate the enquirer’s details using the sender of the incoming email, but this step gives you the opportunity to review and update them if needed.

The Fields Explained

Enquirer Name (required) This is the name of the person the enquiry relates to. The system will pre-fill this from the incoming email, but you can update it if the enquiry is actually about someone else. Use the search to look up the correct person if needed.

Enquirer Email This is the email address the system has on record for the enquirer. Check that this is correct, as it will be used for any correspondence sent during the enquiry.

Subject This is the subject of the enquiry, pulled from the incoming email. You can update this to something more meaningful if needed, so the enquiry is easy to identify later.

Work Items (required) This indicates how many work items are associated with the enquiry. In most cases this will default to 1.

Please see image below:

What Should You Do Here?

Take a moment to read through the email on the left and ask yourself – are the details shown actually for the right person? If the sender is acting on behalf of someone else, update the enquirer’s details to reflect the correct person before continuing.

Once you are happy that the details are correct, click Next to proceed to the next step of the Enquiry Wizard.