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Inquiry Type | Verified & General Inquiries Pipeline

The Inquiry Type property includes options from both the Verified Contact Us Form (VCF) and Unverified Contact Us Form (UVCF), along with additional values that have been created internally for email inquiries and workflow management.

General Inquiry or Product Question

Source: Verified Contact Us Form (VCF) & Email inquiries

Used For:

  • General questions that do not relate to a specific order
  • Product questions
  • General information requests
  • Blank, decorated, and freight quote requests (unless another quote-specific Inquiry Type applies)

Note:

  • If the inquiry becomes related to a specific order, update the Inquiry Type accordingly and populate the Order # property

Assignment: Sales Support will self-assign.

Blank Order Question / Update

Source: Verified Contact Us Form (VCF) & Email inquiries

Used For:

  • Questions or updates regarding a specific blank order.

Order Information:

  • On the form, Order #, Web Order #, and PO # are optional for the dealer.
  • Customer Service should verify and correct any inaccurate information.
  • Email-created tickets should include the 7-digit Richardson Order # whenever possible.

Notes:

  • Each ticket should reference only one 7-digit Order #.
  • If the conversation expands to include another order, clone the ticket so each ticket contains a single Order #.

Assignment: Sales Support will self-assign.

Decoration Order Question / Update

Source: Verified Contact Us Form (VCF) & Email inquiries

Used For:

  • Questions or updates regarding a specific decorated order.

Order Information:

  • On the form, Order #, Web Order #, and PO # are optional.
  • Customer Service should verify and correct inaccurate information.
  • The Order # should always be the 7-digit Richardson Order # and should not include the part number.
  • Email-created tickets should include the 7-digit Order # whenever possible.

Notes:

  • Each ticket should reference only one Order #.
  • If multiple orders are discussed, clone the ticket (and reassign if needed) so each ticket tracks a single order.

Assignment:

  • The Decoration Coordinator will monitor and assign these tickets.
  • If creating a ticket from an inbox, assign it appropriately during creation whenever possible.

Website Login / Technical Issue

Source: Unverified Contact Us Form (UVCF) & occasionally email inquiries

Used For:

  • Login issues
  • Password or account access requests
  • Website navigation questions
  • Customizer issues
  • Other website-related technical concerns

Notes

  • Bugs or more complex technical issues should be referred to IT or submitted through the Website Feedback form available on the Account Dashboard.

Assignment: Sales Support will self-assign.

Blank / Decorated Quote

Source: Email inquiries

Used For:

  • Standard blank quotes
  • Standard decorated quotes
  • CUOF & Uniform quotes
  • EXPRESS26 quotes
  • Any "on-menu" pricing requests

Assignment: Sales Support will self-assign.

Custom Offshore Quote

Source: Email inquiries & T4Quotes@RichardsonSports.com Inbox

Used For:

  • Off-menu custom offshore quote requests requiring a Merchandiser.

Assignment: The Merchandising team will self-assign and communicate directly with the customer

Partnership or Dealer Inquiry

Source: Unverified Contact Us Form (UVCF) & occasionally email inquiries

Used For:

  • Dealer application questions
  • Partnership opportunities
  • Sponsorship or donation requests
  • Other general business partnership inquiries

Notes:

  • Some inquiries may simply be directed to the Dealer Questionnaire.
  • Additional guidance may evolve as we receive more inquiries in this category.

Assignment: Sales Support will self-assign and partner with a supervisor as needed

Voicemails

Source

  • Automatically created from the T1 Voicemails inbox (after-hours voicemails)

Assignment: Andrea reviews incoming voicemail tickets and distributes them to the appropriate team members as needed

Special Projects

Source: Manually created by supervisors

Used For:

  • Internal work items
  • Follow-up projects
  • Miscellaneous tasks assigned to Sales Support

Assignment: Sales Support will self-assign unless the ticket creator assigns it during creation