View and maintain customer support requests within one central area. When customers initiate a support request through the Customer portal, the Portal Team will receive them in the Customer Requests section of the MiAdmin Portal. Admin users (with applicable access) will be able to:

1. View customer support requests (and attached documents; if applicable)

2. Filter customer support requests 

3. Reply to customer support requests

4. View previous replies to support requests

5. Mark support requests as Read or Unread

6. Mark support requests as important 

7. View the customer's profile

8. Delete support requests

9. View deleted support requests, restore them if needed or delete them permanently

The following steps illustrate the process of managing customer support requests: 

Step 1: Navigate to the following URL: https://www.myntua.com/. User will enter their 1) Username and 2) Password, then click Login.

Step 2: If authentication is successful, the user will be navigated to the MiAdmin Homepage, with the Customer Search page opened by default. From the left-hand navigation menu, select Tasks, then Manage My Inbox

Filter customer requests:

The Customer Requests page contains three tabs:

1. 1. 1. Inbox: Support requests sent by customers 

      2. Sent: Portal Team responses to customer support requests 

      3. Trash: Deleted support requests or replies to requests

Step 1: Portal users can filter requests based on:

1. Inbox: Currently, all customer support requests are directed to the Portal Team. If additional inboxes are created in the future, requests can be sorted using this option

2. Topic: The drop down list contains all configured request topics (Ex.: Change Mailing Address, Start Service, etc.)

3. Subject: Enter keywords to search by the subject (as entered by the customer)

4. Email: Enter email address of the customer who initiated the support request

5. District: The drop down list contains all configured Districts (Ex.: Crownpoint, Chinle, etc..)

6. Account Number: Enter the account number of the customer who initiated the support request

7. Date of Request

   Step 2: Insert your filter criteria then click 'Search' to view the search results

Delete & Restore customer requests:

1. From the Inbox and Sent tabs, when the user selects a request record (checkmark box on far left of request) from the Inbox or Sent tabs, the 'Trash Selected' button appears. Click on 'Trash Selected' to move the request record(s) to the Trash tab

2. When the user selects a deleted request record (checkmark box on far left of request) from the Trash tab, the 'Restore to Inbox' and 'Delete Selected Forever' buttons appear. Click on the 'Restore to Inbox' button to restore the record to either the Inbox or Sent tab (whichever tab the deleted item came from) or click on the 'Delete Selected Forever' button to delete the records from the system permanently

Mark customer requests as important:

1. From all tabs, you can click on the star next to each record to mark them as important

2. You can click on the Star column to sort the important records on top of all requests as shown in below figure

Mark customers requests as Read or Unread:

1. From all tabs, you can click on the email icon to mark the request as read or unread

2. You can click on the Read column header to sort all read vs. unread records together as shown below:

Open customers requests (and their replies; if applicable):

1. From the Inbox or Sent tabs, click on the subject of a customer request to view its details

The customer request will be displayed, with all replies, in a popup window.

The user can read the request, view attachments (if applicable), reply to the customer, change the District, delete the request or close the request popup window.

If the user opened the customer request from the Trash tab, they will find a Restore to Inbox button as shown below:

Change District:

1. From the Inbox or Sent tabs, click on the subject of a customer request to view its details

2. Open the District drop down menu

3. Choose the desired District

4. Click "Save"

5. Click "Close"

Reply to Customer Requests:

When the user hits the Reply button, a text editor will be opened in the same popup window as shown below:

View the Customer's Agent Dashboard :

1. From all tabs, if the user clicked on the customer's account number, the system will display a confirmation message to open the MiAgent Dashboard for that customer