How do I accept an incident?

Here you find all related information about accepting incidents within REFLEKT Remote.

 

Default-Expert only

GENERAL INFO:

 

Once a technician creates an incident, the expert receives a notification about the new incident. Experts can preview an incident before interacting with it to see the details of the request.

To preview the incident, tap on the specific incident on the incident screen and the preview will open. Then you can accept the incident.

NOTE: To run any activities inside the incident e.g. writing text, having a call, sending a file, you must accept the incident first.

 

HOW TO ACCEPT AN INCIDENT:

If you decide to help the technician to solve the incident, you have to accept it first.

There are two ways to do that:

OPTION 1:

1. Go to the incident main screen.

2. Click on the dots behind the incident you want to accept.

iPad_Incident_accept

3. Tap Accept.

 

OPTION 2:

1. Open the chat of the incident you want to close.

2. Tap the three dots in the right-hand corner of the incident chat.

iPad Incident opened options 1

3. Tap View Details.

4. Click on the current incident status (here: Open).

iPad_Incident_accept2

5. Select Accept.

 

If you want to know how to close or re-open an incident, read the article here.