We would like clients to submit their requests in writing to our support email so we are able to make sure we get everything done. However, instead of just using the email to track this, I thought creating a workflow template item to manage this and be able to follow up with required information might be VERY helpful to standardize collecting information we need as most items require certain information.
Based on the email we can fill in some of the blanks, however, other times we will need to request items and want to keep everything organized and make sure we are resolving these issues/questions.
Does anyone already do this or have a template they would be willing to share that like? Giving our staff the ability to work through an issue and document what we know and what we need?
My thought is it should be generic enough to cover everything. In one example, a client wants to know how to handle a bounced check in QBO. While sometimes we might just resolve this on behalf of the client, another time we might need more info to do this
I’m not sure if I’m making any sense, but hopefully I am.