Aptli

Help Requests

A help request is a question or a problem raised on the record it is about. It carries that record with it. Whoever answers sees what you were looking at.

Raising one

Open the record, then its help button. The panel opens beside the record so you can still read it while you write.

  • About names the record. Aptli fills it in from where you opened the panel.
  • Urgency: Low, Medium, High or Critical.
  • Notify roles: up to three roles whose members should answer. A Critical request to a role pushes a notification to every member with the app installed on their phone.
  • Description: what is happening, in your words.
  • Attachments: screenshots, a signed authorization or any other file.
  • Notify: when the record has an obvious owner, such as its assignee, Aptli offers to tell them too.

Each help request is raised from a record.

Answering

Help requests in the menu lists the requests you raised and the ones sent to your roles. Each card shows its status, its urgency and the role it went to. Press a title to open it, read the record it is about, reply in its thread and change its status.

A request moves through these statuses:

  • Open: raised, not yet picked up;
  • In progress: someone is working on it;
  • Deferred: set aside for later;
  • Could not resolve: looked at, and no resolution was possible;
  • Resolved: answered.

Finding requests

On the desktop list, search by who raised a request. Filters narrows by status and shows the requests sent to your roles.

Tick requests to set a property on all of them or to delete them. The changes wait on this device with a count until you upload them.

On the phone, the first button steps through the statuses and the one beside it sets the order.

Sharing a request

A request's share link opens the record it is about with the request's panel already open, for anyone allowed to see it.