Processing incoming tickets often requires the involvement of experts to answer the sender's questions. Before you answer a ticket, you can send several queries to experts and include their answers in the final answer to the customer.

In order to be able to send inquiries, you must

• first save at least one expert in todo4teams,
• accept the ticket

Then select the “Inquiry” action.

The following dialog opens:

Select a saved expert above or enter the email address freely.

Add your question to the expert to the text and, if necessary, shorten the customer's question appropriately to make the expert's work easier.

Click on “Send Inquiry” to send the question.

The ticket will now remain blocked by you and you can continue processing further tickets.

You will still see the ticket in the incoming list: Pay attention to the addition 0 (1) inquiries:

This indicates that you have send an inquiry (1) but have not yet received an answer (0).

Once the expert responds, 1 (1) will be displayed here and you can proceed with completing the ticket! (The same applies if you ask several questions, i.e. 2(2), or 3(3),..

Open the ticket in your incoming list and view the expert's answers in the "Inquiries" tab. If you have asked several questions, select the corresponding line:

Use the expert's information and complete the ticket processing as usual.

The process, the various options for initiating inquiries and the management of saved experts are further explained in the chapter Inquiries.