Enquiries is Academy's built-in support system. Learners and other users raise enquiries from My Enquiries, choosing an inbox and request type so their question reaches the right team. When an enquiry is assigned to you, you become its Assigned Agent. You're responsible for responding to it and keeping its status up to date.

You manage your enquiries from the Enquiry Centre in the main left navigation menu. This article explains how to find your enquiries, update them, reply to the people who raised them, and keep internal notes.

Before you start

• You'll only see the Enquiry Centre if Enquiries is set up on your platform and your role has access to it. If you expect to see it and don't, contact your Platform Administrator.
• The enquiries you see depend on the permissions of your platform role. If you think you should be seeing more (or fewer) enquiries, your Platform Administrator can check your role permissions.
   

How to find your enquiries

Navigate to Enquiry Centre from the left navigation menu. The main page lists your open enquiries, showing who raised each one, when, the inbox and request type, and the related program.

To narrow down the list:

• Use Enquiry Summary on the left to filter by status: Open, Critical, Unread, New, Unassigned, Draft, or All Enquiries.
• Use Search to find an enquiry by keyword.
• Select the filter button next to the search bar to filter by Contact Attributes, Program Attributes, or Enquiry Attributes.

You can also select any column header to sort the list, for example by raised date or priority. A red dot on a contact's avatar means the enquiry has been updated since you last opened it. If you're on a large monitor, select the full-screen button in the top right to see more columns at once.

How to update an enquiry

Select an enquiry in the list to open it. At the top, you'll see the inbox it came from, the person who raised it, when it was raised, and the related program, along with four fields you can update.

Select the ⋮ button next to a field to change it:

• Request Type - select Change Request Type if the person chose the wrong type, or Move to another inbox if the enquiry belongs with a different team.
• Assigned Agent - hand the enquiry to someone else (see How to reassign an enquiry below).
• Status - show where the enquiry is up to, for example Working On It once you've picked it up.
• Priority - set the priority to Low, Medium, High, or Critical.

You can also change or remove the Related Program using the ⋮ button beside it.

What the statuses mean

Your platform may use different statuses, but the defaults are:

• New - nobody has picked up the enquiry yet.
• Working On It - you're handling the enquiry.
• Escalated - the enquiry needs further action from someone else. The person who raised it still sees Working On It.
• Waiting on Contact - you need more information from the person who raised it. They see Information Required.
• Closed - the enquiry has been resolved.
• Closed - Unresolved - the enquiry has been closed without a resolution. The person who raised it sees Closed.

If the person replies while the enquiry is Waiting on Contact or closed, the status automatically changes back to Working On It, so it reappears in your open enquiries.

How to reply to an enquiry

1. Open the enquiry.
2. Scroll down and select Reply. You can also select Reply from the ⋮ menu next to the enquiry in the list.
3. Write your response in the Body field.
4. Update the Status if needed. For example, select Waiting on Contact if you've asked a question, or Closed if your reply resolves the enquiry.
5. Add any CC Recipients or Attachments.
6. Select Send Reply.

Send Email Notification is on by default, so the person gets an email when you reply. They can also see your reply on their My Enquiries page. Turn on Add Private Note if you want to record an internal note with your reply. Select Exit to leave without sending, or Discard to clear your reply.

How to add internal notes and view the history

Each enquiry has tabs below the contact's details:

• Enquiry Details shows the original enquiry, any attachments, and all replies.
• Notes is for private notes, such as background for a colleague or a record of a phone call. Notes are visible to other agents but never to the person who raised the enquiry. Write your note and select Save Note.
• Log shows every action taken on the enquiry, including when it was created and viewed, emails sent, and who made each change.

How to reassign an enquiry

If an enquiry should be handled by someone else, you can reassign it.

1. Open the enquiry.
2. Select the ⋮ button next to Assigned Agent.
3. Choose Agents or Program Coordinators at the top to switch between lists.
4. Search for the person by name or email address.
5. Select Select next to their name.

The new agent is notified that the enquiry has been assigned to them. It's a good idea to add a note in the Notes tab explaining why you've passed it on.

Common questions

Can the person who raised the enquiry see my notes? No. Anything added in the Notes tab, or with Add Private Note on a reply, is only visible to agents.

Why does the person see a different status from me? The status labels in the Enquiry Centre are for internal use, so the person who raised the enquiry sees a simpler set of labels. For example, Waiting on Contact shows to them as Information Required, and Escalated shows as Working On It.

How will I know when I've been assigned a new enquiry? You'll receive an email notification when an enquiry is assigned to you, and when the person replies to an enquiry you're handling. New activity is also flagged with a red dot in the Enquiry Centre.

I can't see an enquiry I'm expecting. What should I do? Check the All Enquiries filter in case it has been closed. If it's still missing, your platform role may not have permission to see it. Contact your Platform Administrator to check your role permissions.

Can I change the inboxes, request types, or statuses? No. These are set up by your Platform Administrator in Enquiries Settings.