Request Management

Intended Role: Customer Collaborator

Customer requests represent a common part of any professional services project. Whether they are scope changes, resource-related or any other type of request Clarizen’s External Collaborator solution allows your customer contact to submit and track requests.

Additionally, external collaborators can submit non-project related requests through the same portal. As a result, they can view all requests holistically and keep track of any movement as you work to resolve them.

Submit a New Request

Through the portal, your customer collaborators can create a new request that will automatically be routed and prioritized accordingly.

Admin Steps:

Work with a Clarizen account representative to set up External Collaborator. If the customer collaborator user is not able to log in or see the SUBMIT REQUESTS panel, check the following:

  1. In Customer Details, the user is added as a contact with the correct Email
  2. In Customer Details, the Invite to portal field is checked
  3. Search for the collaborator user and confirm that they are assigned to the Customer profile
  4. Update custom action on the portal to match your required intake fields. 

End User Steps:

  1. Log in to Clarizen
  2. Click SUBMIT REQUEST
  3. Fill out the pop-form and click OK

Screenshot:





Request Tracking

Through the portal, your customer collaborators can track current as well as completed requests along with the state, priority and who is assigned to each.

Admin Steps:

Work with a Clarizen account representative to set up External Collaborator. If the customer collaborator user is not able to log in or see the Cases panel, check the following:

  1. In Customer Details, the user is added as a contact with the correct Email
  2. In Customer Details, the Invite to portal field is checked
  3. Search for the collaborator user and confirm that they are assigned to the Customer profile
  4. For the assigned view, configure the columns to match your critical dat. 

End User Steps:

  1. Log in to Clarizen
  2. Confirm that the Cases panel is displayed
  3. Click into a single request
  4. Confirm that the Request Details view is displayed

Screenshot:

 

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