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Managing multiple queries



When a client sends a request and it requires input from more than one member of the team, instead of the first actions being completed before reassigning to the next person, is their an efficient or recommended way of handling this?

All I could think of was for someone to ‘Take it’ then create a new, separate case requesting input from another team member for them to either report back directly to the client or pass the response back to the owner for them to respond with a single response.



Yes, the way John mentions would work fine. If you just need their input you can create a private note and notify them. If it’s someone who doesn’t’ have a HS account you could also use an external note. Either way their replies will be private and hidden from the customer.

Of course if the other people need to do something that needs to be tracked it’s often best to just put in a separate request for it.