Employee Ask

Employees use Employee Ask to create and submit cases to the service center on their own behalf. Employees use cases to request help with an issue or to report a problem. When an employee submits a case, a case agent reviews it and responds. Employees can monitor and manage cases that they submitted through Employee Ask and cases that have been submitted by agents or by their managers. This widget is available to users with the role of CaseEmployee.

With Employee Ask, employees can perform these functions for their own cases:

• View their cases, including notes and attachments
• Create and submit new cases
• Update details for their own active cases
• View and update case notes and attachments
• View case status
• Complete and submit surveys regarding their cases and the service they received

If your organization configured the Quick Case feature, then when you create a case you can specify a preconfigured issue in the Quick Case field. Then the remaining fields are automatically filled.

These reports are available in Employee Ask:

• Active Cases: Employees can view all active cases that they submitted or that were submitted on their behalf.
• Archived Cases: Employees can view their cases that agents have archived.