Back to Accepting the Expert's Answer

In this part of the manual the entire process is described when an expert consultation is necessary and how this inquiry is made.

Background:

Presumed there is a customer request e.g. by email which creates a new job in todo4teams. The processing agent can not finally deal with the customer's request and requires the experience of an expert. Such experts are created and managed centrally in todo4teams by means of the Expert-Module.

The agent can now send one or more inquiries to experts for the selected job via the "Inquiry" button:

Another dialog will open, where the agent can select the qualified expert. The expert he marked as favorites appear at the top of the list. To specify the inquiry a question or text can be entered in the  box and the inquiry can be sent by clicking on "Send".

If further inquiries to other experts are required the agent can create these by pressing the "Inquiry" button again.

The job remains in the list of incoming todos with the status "locked". The agent can now see if the inquiries have been answered by checking the column 'Inquiries' where the number of answered and created inquiries is shown: "0 (1)" e.g. means there is one inquiry which has not yet been answered. "1 (3)" means there are three inquiries and one of them has been answered.

As far as the process for the agent  is concerned, it is for the time being finished, the expert now takes his part of the process.
The expert receives the request as an email in his email program:

Now the expert has two options for answering the inquiry:

1. Option: The expert can send a response directly from his mailclient program by using the "answer" function and inserting his answer above the request:

2. Option: Within the email that the expert received during the consultation there are  buttons that will open a separate browser window, in which the expert can send his/her response via a web dialog. These are green in each case.

Via "answer now" button the expert enters into the web dialog to exactly this one asked question. Via "Show all inquiries" the expert enters a web dialog in which all open questions are displayed to him and specific responses can be sent. These buttons are in the crurrent release only in German language, this will be changed in a future release of todo4teams to the  english language.  "Jetzt beantworten" means "answer now" and "Alle Anfragen anzeigen" stands for "Show all inquiries".

In this way the expert reaches a web form with which he can enter his expert answer particularly comfortably and optionally add one or more file attachments:

The expert's responses to the inquiry (via email or web form) are sent back  into todo4teams and are automatically tied to the corresponding job.

Via the details dialog of the job all inquiries and the replies received (in the section "email") can now be viewed in the tab "Inquiries". The agent can now use the expert responses to formulate his response to the customer:

If the agent answers the customer by email, he/she can automatically insert the expert responses into the  email response using the "Insert responses" button.

Goto Forms...