Summary: This article explains how to answer and escalate owner questions by using The General Inquiry action item.
If an owner sends an email to your company’s general communication email address, the email will come into Vantaca as a General Inquiry from Email action item.
Note: To learn more about General Inquiries navigate to this article: https://vantaca.zendesk.com/hc/en-us/articles/360024997851-General-Question-Action-Item
Depending on what role you have set up to receive these action items, usually customer support or a traffic cop role, they will be able to review the message.
If the email account used to send the email is not linked to a homeowner's account, the customer support role will need to search for the homeowner and connect it to to the correct association and homeowner account by editing the action item.
Use the Select button to select an Association on the Action Item details screen.
Once you find the correct homeowner use the Select button to attach the homeowner to the action item.
With the action item connected, if the customer support role is able to respond and/or provide the owner with the correct information, they can respond directly to the owner and close out the action item.
If customer support is not able to provide the correct information, they can step the action item to a number of different roles: Question for Manager, Question for Accountant, Question for AP, etc. This action item can be configured to send to any other role or department that would typically answer homeowner questions.
Stepping the action item to Question for Manager will move the action item out of the Customer Service's My Action Items and move it to the Manager's My Action Items.
Once the email account has been linked to an owners account, Vantaca save that information and you will not have to search for the owner next time they send in a question using that email account.
Note: If an owner owns 2 different properties, Vantaca will not be able to assign the association or account because it doesn't know which account to attach it to, so you will always have to attach it to the correct associations and owner account even if the owner owns property in the same community.