Self-Service Portal Inquiry Management feature overview

The Inquiry Management feature allows customers to submit and track different types of inquiries in SSP, providing a structured way to handle and resolve customer requests and claims.

Back Office users can manage inquiries, update statuses, and communicate with customers through an organized workflow.

Storefront functionalities

• Submit an inquiry with relevant details
• Attach supporting documents and images
• Track the status of submitted inquiries
• Get inquiry resolution details via email

Back Office functionalities

• View and manage all customer inquiries
• Filter and search inquiries by type, status, or customer
• Update inquiry status and provide resolution details
• Attach internal notes visible only to Back Office users for internal collaboration

Inquiry types

Inquiry types help categorize and manage customer questions or issues. Each type serves a specific purpose, ensuring inquiries are directed to the right team and handled appropriately.

You can add more inquiry types on the project level.

General inquiry

Used for non-order and non-asset-related questions. Examples:

• Product information requests
• Shipping policy clarifications
• Account-related questions

Asset inquiry

Used to ask questions or report problems with a specific asset. Examples:

• Warranty claims
• Malfunctioning or defective product reports
• Asset replacement requests

Order claim

Used to report issues with orders. Examples:

• Wrong item was received
• Damaged product upon delivery
• Missing items in the shipment

Inquiry statuses

Inquiry statuses are handled by a dedicated Inquiry State Machine. This state machine contains inquiry-specific statuses and manages transitions according to inquiry type. The state machine is shipped with the following default statuses:

On the project level, the status logic can be customized for each inquiry type. For example, an automatic refund action can be initiated for order claims.

Permissions

On the Storefront, access to inquiry actions is restricted based on user permissions. By default, users can have the following permissions:

Inquiry creation on Storefront

Company users can create different types of inquiries as follows:

• General inquiry: Customer Account > Self-Service Portal > Inquires > Create inquiry
• Asset inquiry: Customer Account > Self-Service Portal > Assets > Asset Details page > Create inquiry
• Order claim: Customer Account > Order History > Order Details page > Claim

On the submit inquiry page, the user needs to enter the following details:

• Subject
• Description
• Optional: files

After an inquiry is submitted, the user can find it in Customer Account > Self-Service Portal > Inquires.

The company user can also cancel an inquiry while it’s in the Pending status.

Inquiry creation in the Back Office

In the Back Office, inquires are located in Customer Portal > Inquires. In this section, you can filter by inquiry type and status and search by customer or inquiry reference.

From here, click View to open the inquiry details page. If the inquiry has attached files, click Download to access them.

In the Status section, view the inquiry’s current status and update it based on available transitions in the Inquiry State Machine. To check all status changes, click the Show history button.

You can see all inquire state machine states in Administration > State Machine.

Customer support can create inquiries on behalf of customers using the Agent Assist feature.

Related Developer documents