Contact | How to process the questions?

Via your access in backoffice you -as service staff or administrator- can process the questions and communicate with the requestor via comments.

You go to Contact| Questions overview from the administrator's left backoffice sidebar.

The grid shows you the overview of the requests with all relevant details of each question in one line: requestor, contact details, requested date, issue, comments from the resident, status of the request and action to be taken by staff (or status change).

Each line represents one question, each status has its specific color.

New

On top of the grid (as well as in the menu sidebar), we show the number of new incoming requests. The blue vertical line indicates the new unhandled questions.

Date picker

The date picker on top of the grid filters on the date the question is entered.

Processing

You open a request by clicking somewhere on the details: the complete contact ticket (with a number) gives you all details. The contact ticket also indicates the relation between the external requestor (family) and the related resident.

Via this ticket you can communicate with the requestor via the comments field. This communication goes 'one to one' between staff and the resident.

To change the status of the request, you click on the 'Change' button in an opened ticket OR you can click on the Action dropdown in the grid (overview) without opening the ticket. Change the status of the ticket to the appropriate one. The family member will be informed via a notification.

The original message/question can't be edited. Additional information can be exchanged via the comments.

Download

Next to the date picker, you find the Export button to create a download Questions in one sheet, as visualized in the grid. The download in pdf ( A4 format) will be available in-app, ready to be printed.