Searching for similar tasks
When processing client requests, having the history of that client’s inquiries is very handy for the support specialist. Maybe this client consistently has the same problem. It’s even possible that for whatever reason, inquiries may have been ignored. For the operator receiving a new inquiry to immediately have a holistic picture of the history of communications with the client, connect the Similar tasks extension.
When you fill out a form request, Pyrus scans it for parameters you set. For example, the client’s full name or phone number. If the client has already contacted you in the past, Pyrus will find all their previous inquiries, and you will see them on the panel on the right.
Setting up the scan
To turn on searching for similar tasks, go into the user section in the right upper corner of the screen. Select Extensions.
Note: only a user with Form Admin or Configuration manager rights can set up the extension. However, anyone with access to the form can see the similar tasks.
On the extensions page, click on the Similar tasks icon.
Press the Install button.
Select the request form on which you want to install the Similar tasks extension.
- In the Fields block, specify the list of fields to search for. They must correspond to the fields of the form you are connecting. For our form, we are selecting client Email and Phone. Pyrus will now find similar tasks if the value of at least one of these fields matches.
Pyrus Tip: You can delete and add fields by which Pyrus searches similar tasks, as needed. The extension works with fields of all types, except Files, Signature, and Table.
- In the Title block on the extension page, the pre-configured name is Similar Tasks. You can call requests of this type whatever you like — Client inquiry history, for example.
In the Forms block, you can add forms used in queries that Pyrus will also search for matching values in the indicated fields. Select additional forms and configure their fields to match those of the form in which you are installing the Similar Tasks extension.
Hit Save. When the switch in the upper right corner turns green, the similar tasks search is set up.
Disconnecting the extension
When the switch at the top of the screen on the settings page is green, you know the extension is turned on. To turn off the search, flip the switch to the Disabled position.
Pyrus will not search for similar tasks, until you turn the extension back on.