Incident Live Status Updates
When sending an urgent or important incident alert to Portal Guests, it is very useful to know the status of the message e.g. who has got it, who is responding etc.
Especially if you are sending requests to larger teams, which might include Portal Guests spread out over a large are. You need to know who has actually ‘Got’ the message, and who is doing something about it.
WorkZerk now provides a built-in system for Portal Guests to acknowledge incidents with three different statuses depending on their response.
There are three statuses that every Portal Guest can set for each individual incident sent from the Admin area.
Got It (i.e. I have received and acknowledge the message, but I have not taken direct action).
Onto It (I am taking direct action to remedy or address this issue).
Done (The issue the chat message relates to is resolved, or can be closed).
You can view these statuses in the Admin area by clicking ‘Show Live Status Updates’.
A Portal Guest is deemed to have ‘Got it’ if they have clicked and opened the message (their status will automatically be set to ‘Got it’) or they click the ‘Got It’ button in the main chat message feed right next to the message.
This allows a Guest to quickly mark mutliple messages as ‘Got it’ without having to open each individual message.
Live Guest Status Updates will update in real-time without the need to refresh the page, they will come in with the latest on top.
Now you know exactly which Guests have acknowledged your incident, which Guests are responding with ‘Onto It’ and if the issue related to the incident has been resolved by someone setting the Status to ‘Done’. You can then close the incident, so it disappears from all other Portal Guests devices instantly.
The other way to use the ‘Onto It’ status is to send an incident to all Guests, then once someone responds ‘Onto it’ you can close the incident knowing that it is being resolved, and other Guests can ignore it.
