Support Settings: Stock Actions
Submitted Mark, Oct 15 2010 05:05 AM | Last updated Oct 15 2010 05:05 AM
Stock Actions in IP.Nexus are like canned responses for support requests. However, in addition to simply giving a response, stock actions allow you to move the support request to a different department, change the status and assign the request to a particular staff member.
For example, you could set up a stock action to be used if a member's support access has expired to move the request to sales/billing, set the status to open and reply with something along the lines of "You're support access has expired, I will move this to the billing department for assistance renewing."
Stock Actions can be managed from Admin CP --> My Apps --> IP.Nexus --> Stock Actions.
To create a new stock action, click "Add Stock Action". You can edit or delete an existing stock action using the buttons on the right, and you can reorder stock actions by clicking and dragging the arrow icon on the left.
Note when creating the stock action, that if you leave the reply blank, no reply will be added at all. You can therefore use stock actions to move support requests without notifying the customer.
For each of the dropdown menus, you will have "--Don't Change--" which leaves the attributes as they are.
Also note that when the stock action is selected, it is not automatically performed, the staff member can make changes. You could therefore also use stock actions to give a template for a reply, with spaces for staff members to fill in extra details.
For example, you could set up a stock action to be used if a member's support access has expired to move the request to sales/billing, set the status to open and reply with something along the lines of "You're support access has expired, I will move this to the billing department for assistance renewing."
Stock Actions can be managed from Admin CP --> My Apps --> IP.Nexus --> Stock Actions.
To create a new stock action, click "Add Stock Action". You can edit or delete an existing stock action using the buttons on the right, and you can reorder stock actions by clicking and dragging the arrow icon on the left.
Note when creating the stock action, that if you leave the reply blank, no reply will be added at all. You can therefore use stock actions to move support requests without notifying the customer.
For each of the dropdown menus, you will have "--Don't Change--" which leaves the attributes as they are.
Also note that when the stock action is selected, it is not automatically performed, the staff member can make changes. You could therefore also use stock actions to give a template for a reply, with spaces for staff members to fill in extra details.
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