Contact a Requester through an SR Record - Service Request

As of NEXGEN version 12, you can now contact service request requesters via their service request records. This is useful for directly providing updates to requesters about their service requests. Any correspondence can be tracked using the External tab in the Activity Feed.

Navigate to the Service Request Module

To navigate to the Service Request module:

1. From the NEXGEN dashboard, click Customer in the blue sidebar to the left.
   
2. Click Service Request.
   

Contact a Requester through an SR Record

Tip: Messages will come from a NEXGEN-labeled sender (e.g., admin@nexgenam.com). We recommend including your organization in your signature so there's no confusion on the part of the recipient.

To contact a requester who has contact information linked in NEXGEN, follow these steps.

1. Navigate to the Service Request module.
   
2. 

   Open a service request record.
   
3. Locate the Requester zone in the top right and click the drop-down next to the requester's name.
   
4. Click Email Requester or SMS Requester.
   
1. If the requester does not have an email address or phone number listed, the system will not allow you to send them a message.
   
5. In the slider that appears, type your message in the text box. Click the merge fields underneath the text box to insert them into your message.
   
   
   
   
6. Click Send to submit your message.
   

Note: Currently, messages will be sent from a no-reply account. Any replies made by the requester to your message will not be sent to NEXGEN nor will they be displayed on the Service Request record. Only outbound messages will be stored and visible by NEXGEN.

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