The purpose of this Quick Reference Guide is to build working knowledge and understanding of how to reassign an enquiry to a different queue and to a specific person.

1. Reassigning an enquiry to a queue (recommended)

  1. Open an enquiry and locate the Enquiry information (on left side of Enquiry workspace)
  2. On the Queue drop-down list (1), select the queue you wish to assign the enquiry to.
  3. Ensure the following critical steps have been completed:
    1. Status (2) is set to Unresolved, assuming the enquiry has not been resolved.
    2. Assigned (3) is set to No value
  4. Optionally, an Instructional Note may be added if needed.
  5. Click Add menu option in the Enquiry workspace
  6. Click on Instructional Note from the drop-down menu
    1. Enter Instructional Note message
  7. Click Save or Save and Close