Create an Inquiry

  1. Select New Inquiry.

    Client portal home page with an orange box around the New Inquiry button.

  2. Select the Client, Product, and Inquiry Type.

    Select the client, product, and inquiry type related to your new inquiry.

By default, you will not be able to create Inquiries for any product. Update your product preferences to indicate those products for which you would like to receive updates and create Inquiries.

  1. Select the category and Inquiry request related to your new Inquiry.

If you are creating a managed services Inquiry, you might locate the User Access category and select Unlock Account.

Example of a category and inquiry request selection.

Additional fields appear based on the selections you make. Enter as much information as you can. This will help us resolve your Inquiry quickly and efficiently. View Inquiry Type guidance for additional information and example Inquiries.

If you choose the Inquiry Type Implementations, you may see the Suffix field. This field refers to version identifiers during the implementation process. For example, you may be experiencing an issue in your UAT environment. If that were the case, you would enter UAT in the Suffix field.

  1. Select Next.

  2. Select the Inquiry Urgency.

    Top of the New Inquiry wizard after you select a Category 3 item.

  3. Complete the remaining fields to the best of your ability.

    Provide as complete and detailed of information as you can. The more context you can provide, the more quickly and accurately we can resolve your Inquiry.

  4. Select Submit.

You can now find the new Inquiry in the Inquiry section by using one of the following options:

Animation focusing on the Inquiry pane in Client360.

  • Select the Open tab.
  • In the Inquiry pane, use the search bar to search for an Inquiry.
  • Use the Filter button to narrow the Inquiry list.
  • Use the Export feature to save the current Inquiry list to an editable file.
Client Name
The name of the client for which you are submitting an Inquiry. Required.
Product
The product for which you are submitting an Inquiry. Required.
Inquiry Type
The type of Inquiry you are submitting. The most common option you will select for this field is Service. Required.
Category 1
Most often, this field is the same as the Product, and is populated automatically. In some cases (such as Card Management inquiries) Category 1 helps to further group Inquiries. Required.
Category 2
A way of classifying an Inquiry. The Category 2 choice determines which group will receive the Inquiry. Required.
New inquiry wizard with an orange box around the Category 2 option.
Category 3
A way of classifying an Inquiry. Required.
New inquiry wizard with an orange box around the category 3 options.
Inquiry Urgency
Indicate how quickly the Inquiry should be dealt with in relation to other Inquiries. Fiserv associates have the option to update this field later. Required.
Account number
Your account number or the account number of the client for which you are submitting the Inquiry.
Are you receiving an error message?
Select Yes or No from the list to indicate the presence of an error message with regard to the issue.
Error message and number
If you are receiving an error message, enter the error message prompt and error number.
If not, ignore this field.
Users Impacted
The number of users experiencing the issue.
Browser
If you access the product via a web browser (for example, Microsoft Edge), list the web browser you use.
Can this issue be recreated?
If you have tried and can successfully recreate the issue on command, select Yes.
Provide steps to recreate
List the steps required to force the issue to occur.
Short description
This will become the title of the Inquiry. There is a 160 character limit. Required.
Inquiry details
Provide as much information as you can. The more information you provide, the faster we will be able to resolve your Inquiry. We recommend including details related to the exact situation surrounding the error, the steps leading up to the error, any environment information you can provide, and any other relevant details.
There is an 8000 character limit. Required.
Sensitive comment
This is the only field where you can include sensitive information such as account or card information. If you include this type of information in any other field, you will receive an error when you attempt to create the Inquiry.
Attachments
Include screenshots and images relating to the error. You can attach the following file types:
ACH DIS P12 SAV
ACS DOC P7B SMT
ASCII DOCX PCAP SQL
AUD EVT PCAPNG T01
BAK EVTX PDF TIF
BMP EXP PMS TIFF
CERT FCO PNG TRC
CFG FFP PPT TRP
CMP FLS PPTX TXT
CRT FMT PRN VSD
CSS FTP QBO XLS
CSV GIF QFX XLSM
CTX JPEG RAR XLSX
DAT JPG RF0 XML
DB LMF RF1 XPS
DB2 LOG RPT ZIP
DEF MSG RTF ZIPX

Update an Inquiry

Close an Inquiry

Inquiry Type Guidance