Search from Home Page

One way to navigate to an inquiry is to search for that inquiry from the home page.

Enter the Inquiry Number in the search bar and then press Enter to locate a particular inquiry.

If an inquiry exists with the Inquiry Number that you entered, Client360 displays the Totals section of the All Inquiries tab, as well as the Inquiry Details for that particular inquiry.

If you do not have permission to access all inquiries for your organization, Client360 takes you to the My Inquiries tab instead.

You can also filter by the following items in the Reporting Category field.

Defect: Use when the program is not functioning as the developers intended. Developer work is required to fix the issue.
Enhancement: Use when the program is functioning, but an update is needed to resolve the issue.
Implementation: Use when work is being done with or for a client to establish new products, modules, or services.
Maintenance: Use for maintenance tasks, such as running a report for a client.
Service: Use for general troubleshooting and client assistance.
Professional Services: Use for paid assistance or follow-ups provided to current clients.

If an inquiry does not exist with the Inquiry Number you entered, or you do not have permission to view it, you will not see the Inquiry Details.

Use the Inquiry Dashboard

The Inquiry Dashboard makes it easy to find and access your inquiries. To get to the dashboard, select Inquiries at the top of the home page. You can also view inquiries directly on the home page to save a click.

When you first navigate to the Inquiry Dashboard, you will see the following tabs at the top of the main landing page:

My Inquiries

All inquiries opened by you.

All Inquiries

All inquiries opened by anyone at your institution. This field only shows if you have checked Show all inquiries of all contacts in your portal settings.

My Watchlist

All inquiries you are watching.

You can open a new inquiry from the Inquiry Dashboard by selecting New Inquiry at the top of the page and then filling out the appropriate fields.

At the top of the Inquiry Dashboard are tabs that allow you to filter inquiries based on whether you submitted them.

Tab Name Definition
Pending Action

Additional information is required. Please review the inquiry's comments to understand the necessary action steps.

When the inquiry updates to this code, you will receive an email notification stating "The pending code on your inquiry has been updated."

Inquiries in this tab will also appear in the Open tab.

The following pending codes also fall under Pending Action.

Pending Client Information

We are close to resolving the inquiry but need more information from you first.

When an inquiry updates to this code, you will receive an email notification stating "Your inquiry is pending client action."

Pending Client Validation

We have proposed a resolution, and we need you to test that resolution.

When an inquiry updates to this code, you will receive an email notification stating "Your inquiry is pending client action."
Pending Close

We have resolved your inquiry. You have 14 days to respond to the resolution before the system automatically closes it.

When the inquiry updates to this code, you will receive an email notification stating "The pending code on your inquiry has been updated."

Learn more about closing an inquiry

Open We are working on your inquiry. You'll receive notifications as we work through the resolution process.
Updated

There have been actions taken on this inquiry. Review the inquiry's Timeline to find out what changed.

Inquiries that appear in this tab also appear in the Open tab. The system marks them with a small red icon in the upper right-hand corner.
Recently Closed

Your inquiry was closed up to 90 days ago.

Closed inquiries cannot be reopened. If you need additional help regarding inquiries in this tab, you must create a new inquiry.
Total All inquiries for your organization. This is where you can find closed inquiries from up to 18 months ago.

An inquiry's status is not the same as the recent activity tab it is sorted under.

Use the inquiry search bar to filter your dashboard based on the assigned to person, contact person, product, inquiry number, short description, or client defined field.

You can sort your Inquiry Dashboard based on several criteria, including inquiry number, created date, product, state, and updated date.

If you want to view a list of inquiries outside of Client360, select Export. This automatically downloads the list to your computer as an Excel file.