When a request group is set to the status ‘Waiting for Customer’, the requesters of the requests that are included in this group are notified. Their individual requests show up in Xurrent Self Service and the Xurrent App as ‘Waiting for you’. This ensures that they know what information the specialist who was working on the request group is looking for.
After one of the requesters has updated his/her grouped request by adding a note, the specialist who is selected in the Member field of the group, receives a notification. None of this is new. What has changed, though, is that the status of the group and all of its grouped requests now gets updated from ‘Waiting for Customer’ back to ‘Assigned’.
This ensures that the requesters, whose request is part of the group, no longer see the blue dot or the red ‘Waiting for you’ indication when they access Xurrent Self Service or the Xurrent App. And in the Inbox console of the specialist, the request group will now be marked with a blue dot. So even if the specialist did not see the notification, it is clear that the request group is ready to be worked on.
A Letter From Our CEO: What I've Learned, What I Believe, and Where We're Headed Together
When I joined Xurrent as CEO in February, I made a commitment to myself before I made any commitments publicly: I would listen before I led. I would get in front of customers, sit down with our partners, and spend real time with the incredible team that built this platform — before I said a word about where I thought we were going.
Xurrent named a Market Leader in Research In Action’s Vendor Selection Matrix™ for IT & Enterprise Service Management Solutions
Xurrent earns #1 rankings in customer satisfaction, price vs value, and recommendation index in Research In Action's global ITSM/ESM Vendor Selection Matrix report.