Support requests married to customer and order
A support request arrives with almost none of the context needed to answer it. This Watch matches the request to the customer and the order it is about, and assembles a suggested answer from what Scout already knows. In Settings → Workspace → Watches it sits under Support as SU-1.
What it watches for
An open support request that intersects your book — matched to its customer and to the order, invoice or quote it concerns, with a suggested answer attached. The answer is shown inside Scout and nowhere else.
Why it matters
Most support requests at a promo shop are not complicated; they are just expensive to answer. "Where is my order?", "Can you resend the invoice?", "Did you get my artwork?" — each one takes three minutes of looking things up in three systems, and the looking up is the whole cost. Putting the order, the invoice and the shipping status beside the question turns those three minutes into thirty seconds, and it means whoever picks up the request does not need to be the rep who owns the account.
This Watch books as Avoided on the Found ledger.
What it needs connected
- Required: a mailbox. Today, requests are read from the mail they arrive in.
- Helpful: your accounting system, a supplier feed, a CRM — these are what the suggested answer is assembled from.
What the point looks like
A point is one item Scout raises with the proof behind it. This one arrives in the Inbox as a recommendation:
Tessa Bright is asking about the Suds & Fluff invoice — Suds & Fluff Grooming · asked yesterday 3:48 PM
Tessa asked whether INV-1029 covers both shipments. It does not: INV-1029 covers the first 240 units shipped August 14; the balance shipped August 22 and is on INV-1042, which went out the same day.
Evidence: Tessa's message in Gmail · both invoices in QuickBooks Online with their line detail · both shipping notices.
Suggested answer: shown here in Scout for you to read, adapt and send yourself.
The settings that tune it
None. Its settings block reads No adjustable thresholds.
When it arrives
This is a second-wave Watch. It is not raising points today — its row in Settings reads Coming soon. You can turn it on now; there is nothing else to configure. We do not publish a date for it.
Good to know
- The suggested answer is never sent. It is shown inside Scout, and a person decides what actually goes to the customer.
- A suggested answer is only assembled from evidence Scout can cite. It does not fill gaps with plausible-sounding detail.
- The best support request is the one that never gets sent. FO-2, customer hasn't been told pre-empts the most common one by telling the customer their order shipped before they ask.
- If a suggested answer is wrong, mark the point Wrong — see Rating a point. That verdict is the fastest way to correct this Watch.
- Dedicated helpdesk connections are not available today; requests reach this Watch through your connected mailbox.