Customers may sometimes ask for the certificate to be amended. If this is the case you will need to do the following.
On the e-mail/ticket the client has requested the change select the Scenario: Certificate Follow Up Request.
This will send an e-mail to the customer, and configure the ticket so it can be tracked as a follow up.
Please than forward the e-mail to the customer so we have record of the request to the engineer. Please ensure the forwarded e-mail has the full address, and date and time when certificate was done. Than state the amendments required.
The agent who is than in control of follow ups will be able to view all certificates that require a follow up. Each ticket will have a due date i.e. 48 hours, anything overdue will be resent to the engineer and customer updated. Anything that has been received will be closed.
All certificate follow ups will be in the Certificate Follow Up Folder. You will be able to see how long the ticket has been open - if longer than 2 days and has not been updated please chase the engineer again for the certificate and update customer.