Main > Advisor Procedures > CA instructions > Setting Up Email in Footprints

UPDATED 2.2.09

Advisor Check Shopping Cart

These tickets come into the system set at Med-Hi priority. They are to be completed prior to medium phone calls and all other email. Leave the priority at Med-Hi.

Setting Up Email Instructions

  • Log into Footprints
  • Log into ASSIST
  • Identify any new email that needs set up
    • All new regular emails that need to be set are noted with OPEN and marked PRIORITY GREEN – MEDIUM
    • All Advisor check shopping cart emails are noted with OPEN and marked Med Hi Priority
    • All emails in which the customer replied to a previous response will have a status of OPEN, but the priority will vary
  • Click on the EDIT ISSUE icon of the ticket
  • Set STATUS to SCA EMAIL PENDING and PRIORITY to
    • LOWEST if regular email
    • MED HI if it is an advisor check shopping cart email
  • Update/verify customer info
    • Click on SELECT CUSTOMER in Footprints (will update any new info since the email was received – i.e. if there are duplicate tickets, multiple contacts)
    • check ASSIST by email address
    • Be sure to fill out as many fields in customer information as possible.
    • If any part of the customer name is not filled out, look in the email, as it may be there along with phone number, etc.
    • Be sure to indicate whether this is a new or existing customer!
    • If FIRST OR LAST NAME is not found please type UNKNOWN or NONE - DO NOT leave either field blank
    • Enter a TIME ZONE only if you have a phone number.
  • %redBe sure to check box CREATE CUSTOMER box to confirm customer info is saved in the database (just close the pop-up if it has been)
    • Check the UPDATE CUSTOMER box if you made any changes to the info
  • The advisor replying to the email will change SUBJECT LINE to something recognizable by the customer if needed
  • No need to change ISSUE CATEGORY and SUB CATEGORY (no one uses these fields)
  • Change ASSIGNEES at the bottom of the page to ADVISORS [team]
  • Be sure CREATE CUSTOMER or UPDATE CUSTOMER boxes were checked
  • CLICK SAVE to update ticket