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 .


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