Customer Care Console- Service Request Dashboard

Click on the desired service request queue link in the requests section

A service request screen will appear

Status

The CX team will be able to research previous requests

The CX team will be able to view all client’s requests under the following statuses

Approval Required

Management Approval is required when multiple CX team members have worked on the same web admin ticket
This stage presents itself for management to change from approval to completed.

Canceled | Do NOT assign any tickets to be canceled-CX doesn’t cancel tickets
Completed | The client’s request was completed
Denied | The client’s request has been denied due to a specific reason

In-Progress

The client’s request is currently being worked on
CX can go into this status if the OLB form or message disappears

Need More Info | The client has been requested to provide additional information
New | The client’s request is new
Reprocess | Do NOT assign any tickets to reprocess-CX Doesn’t use this status

Request By | The CX team will be able to view the client’s name of the requestee
Username | The CX team will be able to view the client’s username of the requestee

Reference Number

The CX team will need this number for the Hubspot Ticket
This number is unique to that client’s request

Submitted On | The CX team will be able to view the date, and exact time the requester submitted it
Submitted Between Dates | The CX team will be able to search within a date range
Last Modified By | This column will provide the CX representative name who worked on the ticket last