View Messages Sent to Requesters (External Activity Feed) - Service Request

View Messages Sent to Requesters (External Activity Feed) - Service Request

As of NEXGEN version 12, it is possible to message a requester directly about their service request by contacting them through their service request record. NEXGEN stores messages sent to requestors in the Activity feed for future reference. To view messages sent through this feature, review the steps below.

Navigate to the Service Request Module

To navigate to the Service Request module:
  1. From the NEXGEN dashboard, click on Customer in the blue sidebar to the left.
  2. Click Service Request.

View External Activity Feed

To view external correspondence via the Activity Feed:
  1. Navigate to the Service Request module.
  2. Open the service request.
  3. Scroll down to the Activity Feed.
  4. Click External to view messages sent outside of your organization.

    1. You will be able to see the recipient's name and a time stamp.
  5. Click Show Message under a list item to see the message that was sent.



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