Purchasing Escalations

Purchasing Escalations

When an email is sent to the Purchasing Escalations mailbox (either by an internal agent or external distributor), a Case is created in Zoho and assigned to the Order Management Queue. When working the Case, be sure to review the email then follow the process to complete the case.

  1. In Zoho click Cases.
  2. Select My Open Cases under Views.
    1. Click Views
    2. Locate My Open Cases under All Views

      1. My Open Cases will only show cases in an Open status. To view all cases regardless of status, select My Cases
      2. Click the Star next to My Open Cases to add to your Starred Views (favorites).

  3. Click the top Case to open it.
  4. Click the Conversation tab to open email and review.

  5. Link the Case to it's Service Request Parent Ticket.
    1. Locate the Service Job Number within the email
    2. Open a duplicate Zoho Desk tab
    3. Click the Search icon and enter the Service Job Number
    4. Open the Service Request (Parent Ticket)
    5. Copy the Case ID number
    6. In the Purchasing Escalation Case (Child Ticket), paste the Parent Ticket Case ID number into the Parent ID field
    7. Click Save

  6. Swivel to ServiceBench and locate the Service Job using the Service Job Number.
  7. Review the Service Job history, determine the escalation reason and resolve using details provided.
  8. Swivel back to Zoho to reply to the email.
    1. Click on Conversation tab
    2. Hover over the Blue Arrow icon
    3. Click Reply

    4. Type response advising of the resolution
    5. Verify the From field shows the Purchasing email address
    6. Verify the To field shows the Customers' email address
    7. Click Send

  9. Click the drop-down arrow under Status and select Completed.
  10. Select the Resolution Reason, then click Save.

    Helpful Links

    i-Knowledge Help System - Partner Teams
    i-Knowledge Help System - Internal Teams

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