Closed Inquiries

The following frequently asked questions relate to closed Inquiries.

When an Inquiry is closed, will I receive a notification?

When Fiserv support resolves an Inquiry, you will receive an email notification. You can then locate the Inquiry in the Pending Close tab. Select the Inquiry and scroll to the end of the Details tab to either accept or reopen the Inquiry.

View the Resolve a pending close Inquiry How to page for more information.

If I close an Inquiry that was opened by someone else, will they be notified?

Yes, the contact person for the Inquiry will receive email notification that the inquiry is closed.

Are particular permissions required to be able to close an Inquiry on behalf of someone else?

A Client Admin has the ability to set the Show Inquiries of All Contacts field for contacts in the Portal Information tab. When this is selected for users, you will have an access to view, edit, and close other Financial Institutions contact Inquiries.

How can I review closed Inquiries?

You can access closed Inquiries from the Client360 dashboard for 18 months after the close date. They will appear in the Recently Closed tab for 90 days after the close date. After 90 days, they will appear in the Total tab.

Where do I find a closed Inquiry after 90 days on the Recently Closed tab?

After 90 days on the Recently Closed tab, you can find closed Inquiries in the Total tab for 18 months after the closed date. You can also export the Total list to Excel.

How long will closed Inquiries be available in Client360?

Closed Inquiries will be available on the Client360 dashboard for 18 months after the close date. They will appear in the Recently Closed tab for 90 days after the close date. After 90 days, they will appear in the Total tab.

Will we have an access to attachments in closed Inquiries?

Yes, you have access to closed Inquiries, including attachments, for 18 months after the date the Inquiry is closed.

Will I be able to reopen a closed Inquiry?

Once an Inquiry is closed, you cannot reopen it. You can create a new Inquiry, and reference the closed Inquiry in the notes of the new Inquiry.

Can a closed Inquiry be reopened if the system closes it due to something beyond our control?

An Inquiry that is closed by the system seven days after resolution cannot be reopened, but you can create a new Inquiry and reference the original Inquiry for additional assistance.

Will Client360 close a case without resolution?

When Fiserv support resolves an Inquiry, you will receive an email notification. You can then locate the Inquiry in the Pending Close tab. Select the Inquiry and scroll to the end of the Details tab to either accept or reopen the Inquiry. If you do not respond to the resolution within seven days, the system will automatically close the Inquiry.

View the Resolve a pending close Inquiry How to page for more information.

Are the seven days to close an Inquiry business days or calendar days?

The seven days are seven calendar days, not business days.

If the system closes an Inquiry and I open a new one on the same question, should I reference the closed Inquiry?

Yes, you should reference the closed Inquiry if you open a related new Inquiry.