Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

Question:

Once I make changes to the contact data on a new inquiry, how can I have these changes update back to my contact manager?

Answer:

When entering information into a New Inquiry, the upper left portion of the Open Inquiry screen is to record the person you are dealing with in the company that the inquiry refers to.  Changing the Name, Phone Numbers, and Email information only records this information in the inquiry record itself.  "How do we reach this person who has the inquiry issue?"    You cannot change the company name.   Since many issues deal with those who may not be in the contact manager database (those are often individuals who were involved in the sales process), we need a way to record info on the person who is now calling.  This information may or may not be desired in the contact manager.

If changing the contact information in the contact manager is important, you would have to show them as Inquiry Fields in the mapped contact information as shown in the first three tabs of an open inquiry and give these fields edit permissions (in the helpdesk setup).

The only information that is written back to the contact manager is the Inquiry Fields and the activity notepads.