Properties define the type of the interaction and the reason for interaction in detail.
Some fields in the properties section are pre-filled based on the source of origin of the ticket. Although generally they are correct, sometimes they could be incorrect or blank. You need to update the prepopulated fields or the blank fields if the information is incorrect.
Let’s go over each field in the properties section:
- The ‘Type’ could be Internal (CSE employee) or Underwriting (External)
- ‘Inquiry Category’ is prepopulated to Underwriting. You can change this by looking for the appropriate category in the dropdown.
- ‘Inquiry subcategory’ should be updated by you.
- ‘Detail’ field needs to be updated by you.
- ‘Status’ of the ticket should be selected as “Resolved” if you resolve the issue at the first contact and you don’t need to follow up. You can select “Open, Pending, waiting on…” statuses if you need to follow up these tickets. Then, you can change the status to “Resolved” once you complete all the tasks related to the ticket. If you don’t update the status as you resolve tickets, they will be waiting in your inbox as incomplete tasks. SLA metrics will be reported soon so you should keep status information updated.
System will automatically change the status from Resolved to Closed in 24 hours, if there is no new request related to the ticket.
Once all the fields are filled, please click on the ‘UPDATE’ button in the properties section to save the changes, if ‘UPDATE’ is not clicked, the changes are not saved.