Inquiries
Find, sort and handle everything that comes in from customers: forms, mail and calls.
Henvendelser ("Inquiries") is your shared inbox. Everything customers send through forms, mail or phone becomes an inquiry here. You find it in the menu on the left. If you use categories, they are listed right below it, so you can jump straight to, say, Tilbud ("Quotes") or Reklamation ("Complaints").
The list
Each row shows the customer's name, the category, the subject and the start of the message. A small icon tells you whether it is a form, a mail or a call. On the right you see the reply deadline (for example Svar i dag, "Reply today", or Forfalden, "Overdue", in red), who the inquiry is assigned to, and the time. A dot on the left means the inquiry has not been opened yet.
If new inquiries arrive while you are looking, a button appears at the top of the list. Click it to load them in.
Active, Archived and Deleted
- Aktive ("Active") is what you are working on.
- Arkiveret ("Archived") holds inquiries you are done with. You can bring them back with Gendan ("Restore").
- Slettet ("Deleted") holds deleted inquiries. You can restore them from here too.
Search and filter
Type in the search field (Søg i navn, mail, emne…, "Search name, mail, subject…") to search. Click Filter to choose:
- Kun over svarfristen ("Only past the deadline"), only under Active.
- Ansvarlig ("Owner"): All, Mine, Unassigned or a specific colleague.
- Gruppe ("Group"): shown if you are in a group. Choose Mine grupper ("My groups") or a specific group.
- Kategori ("Category") and Kilde ("Source"), the source only if you have more than one.
Active filters show as small tags under the search field. Click one to remove it, or choose Ryd alle ("Clear all").
Open an inquiry
Click a row and it opens in a side panel on the right, while the list stays put. If you want more room, click the arrows at the top of the panel (Åbn i fuld visning, "Open in full view"). You can choose the default under the profile menu → Indstillinger ("Settings") → Indbakke ("Inbox") → Åbn en henvendelse i ("Open an inquiry in"): Sidepanel ("Side panel") or Fuld skærm ("Full screen").
At the top of the inquiry is a row of fields you can click and change:
- Status: Modtaget ("Received"), Under behandling ("In progress"), Afventer kunden ("Waiting for customer") or Løst ("Solved"). Løst archives the inquiry.
- Tildelt ("Assigned"): yourself, a colleague or no one.
- Prioritet ("Priority"): Høj ("High"), Normal or Lav ("Low").
- Kategori ("Category").
- Svar senest ("Reply by"): a reply deadline. If it passes, the inquiry shows as Forfalden ("Overdue") in the list.
Under ⋯ (Flere handlinger, "More actions") you find, among others, Tildel til mig ("Assign to me"), Markér som ulæst ("Mark as unread"), Kopiér e-mail ("Copy email"), Kopiér link ("Copy link"), GDPR-eksport ("GDPR export"), Arkivér ("Archive") and Slet ("Delete").
Right-click
Right-click a row for a quick menu: Åbn ("Open"), Åbn i fuld visning ("Open in full view"), Svar ("Reply"), Tildel ("Assign"), Behandling ("Status"), Prioritet ("Priority"), Kategori ("Category"), Markér som læst/ulæst ("Mark as read/unread"), Kopiér e-mail ("Copy email"), Kopiér link ("Copy link"), Eksportér CSV ("Export CSV"), Arkivér ("Archive"), or Gendan ("Restore"), and Slet ("Delete"). The letter next to each item works as a shortcut while the menu is open.
Several inquiries at once
Tick several rows (or press x). A bar appears at the bottom with:
- Tildel ("Assign"), Kategori ("Category") and Arkivér ("Archive"), under Active
- Gendan ("Restore"), under Archived and Deleted
- Flet ("Merge"), when two or more are selected
- Eksportér CSV ("Export CSV") and Slet ("Delete")
Flet ("Merge") combines several inquiries from the same customer into one. You choose which one to keep. The others are marked as deleted and merged into it.
You can undo archive, delete and restore for a moment afterwards with Fortryd ("Undo") in the message at the bottom of the screen.
Keyboard shortcuts
Press ? or the keyboard icon in the top right to see them.
| Key | Does |
|---|---|
| j / k | Next / previous |
| ↵ | Open |
| r | Reply |
| x | Select |
| e | Archive |
| / | Search |
| Esc | Close / deselect |