How to create and manage the Request in V3 Zuper Web App?
Request module in V3 Zuper Web App enables both the administrators (back-office Admins) and customers to create and manage service requests. Customers have various channels through which they can reach out to the organization to request a service, including the customer portal, email, phone calls, the website, social media, and more.
For instance, when a portal is enabled for a customer, the Customer can submit and view the requested services within a portal. Meanwhile, if the Customer requests a service via email, phone call, website, or social media, then the admin from the back-office team will create the request on behalf of the Customer and convert it to a job/quote. This, in turn, helps businesses streamline service requests, enhancing efficiency.
However, to use the request module efficiently, it is important to configure request settings. After configuring the request settings based on your business, follow these steps to create a request.
Creating a Request
1. Select the “Request” module from the left navigation menu. All the requests raised by the customers will be displayed on the requests listing page.
2. Click the “New Request” button on the top right corner to create a new request.
3. Choose the service requested by the Customer and click the “Choose Service” button to confirm the service (these services appear based on the configuration you set on request settings).
4. Once the service has been chosen, the unit price for the service will be auto filled. Enter the request details, such as the “Request title” and “Description”.
5. Choose the Customer’s preferred dates and time slots to perform the request.
6. Select the due date, request source, and priority for the request.
7. Once done, providing the customer/organization details to save the request is mandatory. To do so, click "Add Organization/ Add Customer." Note: You can either choose an organization or the Customer.
8. Choose the organization/Customer from the list and click “Save Request.”
9. The request will be created successfully, and then you can convert the request to a job/quote based on its nature. Additionally, you can track and update the request's status from here.
Managing Request
The request details page lets you view and manage the complete information of the request and all its associated records in a single place.
You can access the request details page directly after saving the request or from the request listing page.
Request Listing Page
1. Select the “Requests” Module from the left navigation menu; you can view the complete list of requests created with fields such as id, request title, customer/org name, due date, preferred date, status, etc.
2. You can also customize the fields, such as adding or removing the fields as needed, by clicking the “Customize” button at the top right corner. When you check the box, a new field will be added, whereas if you uncheck, the fields will be removed from the listing.
3. You also have the filter button to apply filters based on specific fields. Click Filter>> Add Filter.
4. Choose the specific fields>> apply conditions and click the “Apply Filter” button to view the results. You can also save the applied Filter, which will be added to quick filters for future use.
Request Details Page
To view the request details page, follow these steps:
1. Click “Request Title” or “Request ID" from the request listing page. The specific request details page appears.
The request details page has a three-column layout with information and actions available in each pane for quick access.
1. Left Panel
The left pane contains the service name, the due date to complete the service, priority, and its status.
Following this information, you can notice the quick actions bar, which offers contextual action buttons such as Update Status, Convert to Job, and Convert to Quote.
Below the quick actions bar, you can find the navigation menu and the status history.
1.1. Update Status
Request statuses are stages/checkpoints that the field technicians and other back-office users, such as dispatchers and supervisors, can use to update the progress of the request. To update the status of the request, follow these steps:
1. Click the "Update Status" button on the quick action bar.
2. Choose the current request status and click the “Update” button. The status will be updated successfully. (Note: The status you configured in the request status settings will appear here.)
3. You can then view the history of the request status from the “Status History” tab. From here, you can delete a status by clicking the three-dot icon or roll back the most recent status update using the Rollback icon next to the status name.
1.2. Convert to Job
Once the request has been created, you can even convert the request to a job if necessary. To do so, follow these steps:
1. Click “Convert to Job” on the quick action bar at the left. To create a new job, a sidebar appears with prefilled details such as job title, job category, organization/customer name, due date, priority, and service address.
Note: If you want to add more details to the job, click “Create Detailed Job” at the top right corner. This will redirect you to a new page.
2. Add more information, such as service tasks, parts/services, assets, contracts, and attachments, and click the “Create Job” button. The job will be created successfully and associated with the request.
1.3. Convert to Quote
Once the request has been created, you can convert the service request into a quote and send it to the organization/customer. Once they approve, you can create a job to complete their request. To do so, follow these steps.
1. Click “Convert to Quote” on the quick action bar at the left.
2. A new quotation creation page appears with prefilled details from the request. If needed, you can add details such as parts/services and any attachments here.
3. Once done, click the “Save as draft” or “Save & Send” button based on your choice. Once it is sent to the Customer and they approve it, you can create a job for them.
1.4. Navigation
Navigation allows quick access between different pages or sections in a feature. In request feature, you can quickly access request details, comments, and activity under the navigation menu.
1.4.1. Details
When you click "Details", you can view the primary details of the request in the middle pane.
1.4.2. Comments
Comments can be added by both customers and admins to a request over its course, providing additional context.
The comment can be anything ranging from a simple text reminder to an image/video or document. All comments added to a request can be viewed under the comments section in the middle pane. To add a comment, follow these steps:
1. Click the "Comment" option in the left navigation menu and enter your comment. To mention or tag other users, use the "@" symbol during commenting. This allows users to directly notify or address specific individuals within a comment. For attaching multimedia files, use the attachment icon.
Comments Visibility
This gives you an option to set the visibility for the comments added.
- Internal (Default) – By choosing this privacy setting, you can make your comments visible to all the Zuper users in your account.
- Private – When you choose this, the comment will be visible only to the User who created the comment.
- Public - This will help you make the comment public to all, including the Customer.
Once set, click the "Send" button to post the comments.
2. Upon posting the comments, you can edit/delete or change the privacy settings from internal to public or private by clicking the three dots icon next to the comment.
1.4.3. Activity
Activity is the section where you can view a log of all activities performed in the request feature with the username.
2. Middle Panel
The middle pane displays the primary details of the job by default. You can also view other information such as comments and activity when you choose them under the navigation menu.
For instance, if you click “Details” in the left navigation menu, you can view the complete details of the request in the middle. The same applies to comments and activity as well.
3. Right Panel
Here, you can view the prefilled details based on the request. Additionally, you can assign users, associate customer, property and other records from here to quickly create a new job.
3.1. Assign User
To assign a user to the job, follow these steps:
1. Click the “+” icon next to the User Assigned.
2. Choose the User individually or from a team and click the assign button next to them. The User will be assigned to perform the job. You can also unassign and add new users by clicking the unassign icon. Once done, click “Update,” and the User will successfully be assigned to the request.
3.2. Associate Job
To associate a job, follow these steps:
1. Click the “+” icon next to the Jobs Associated.
2. Add the job details and click “Save.” To add more details to a job, click “Create Detailed Job” at the top right corner.
3.3. Associate Quote
To associate a quote to the request, follow these steps:
1. Click the “+” icon next to the quotes associated. A new quotation creation page appears with prefilled details from the request.
2. Add details like quote details, parts/services, and any attachments here if needed.
3. Once done, click the “Save as draft” or “Save & Send” button based on your choice. Once it is sent to the Customer and they approve it, you can create a job for them.
3.4. Contracts and Assets
Any contracts or assets associated with the request will appear here.
3.5. Attachments
An attachment can either be an image, video, audio, PDF, DOC, XLS, or Zip file that you can attach to the request for more clarity. To add an attachment, follow these steps:
1. Click the “+” icon next to the Attachments.
2. Click or drag and drop the file from your computer (Note: The maximum file size should be 20 MB). Once uploaded, click “Close”. You can also preview or remove attachments.
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