Learn how to check the status and details of a submitted Expert Help Request
In the Partium Find App, users can submit an Expert Help Request to get assistance when trying to identify a spare part they require.
This feature is only available when the Partium Agent Portal App is configured in your setup.
There are two ways to track the progress of a submitted Expert Help Request:
- wait for the email response from the Customer Service; or
- visit the dedicated section in the Partium Find App, to visualize its status.
Email with the final response
An email is sent to the user who initiated the request when a Customer Service Agent or Representative has finished working on that request. See How to confirm a part for an Expert Help Request for more information on that other side of the journey in the Partium Agent Portal App.
Expert Help, the dedicated section in the Partium app
The Expert Help Page can be found in the left side menu or by following the direct link. It contains all the requests that a specific user has submitted from the Partium app with the details. You can find a complete description of how request details are populated by reading Get started with the Expert Help Requests. The only difference is that the user who submitted the request, as opposed to the Customer Service Agent, cannot change the status of the request, only visualize its detailed information.
Status of the Expert Help Requests
Requests have a different status depending on the progress done by the corresponding Customer Service Agent. The author of the request can see the current request status for each request highlighted with a different color. See Get started with the Expert Help Requests for more information on the meaning of each status.