When a new enquiry comes in, it's not assigned to any one officer. Similarly, if the Enquiry comes via Inbound Email, it will be given the Default category. Assigning an owner or reassigning a category (within the same, or a different, occurrence) is a simple matter. Just follow the steps below:
Open the enquiry.
Click on one of the two drop-downs under Enquiry Details, depending on if you wish to assign the enquiry to an officer, or change the category/ occurrence, and select the option you want.
The owner or category/ occurrence has now been changed. The system will add a note (hidden to the student) to show the change made.
Q: Can I hide specific Categories or whole Occurrences from the Categories drop-down list?
A: Unfortunately not.