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Office work · Reference

Follow up on a contact request

Read public inquiries and document whether they have been handled.

Where
Staff portal > Contact Requests
Access
Staff can read requests. Auditor and Viewer cannot mark handled or reopen.

Review and record follow-up

  1. Open Contact Requests. Use the status filters and search to locate the request.
  2. Open it and review the topic, message, requester information, and Activity history.
  3. Record a Staff follow-up note describing the response or next step. Avoid unnecessary sensitive information.
  4. Choose Mark handled after the work is complete. Use Reopen when more follow-up is needed. Verify the resulting status.

Handling is not email delivery

A handled status records office follow-up. It does not, by itself, prove a reply was emailed. Private tracked-email content and delivery details may be hidden because mailbox administration is locked.

For v12.9 workflows · Reviewed September 23, 2026