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Afternoon, We have a 3rd party printer support contract with Xerox, so I have created a BPM and Pro cap that creates a email to Xerox with the iformation they need, Xerox then reply to the email with our reference number in the subject box of the email, these should then pull into the relevant call and update. However they are not doing this... as you can see from the screenshot - the subject clearly has the correct Call ref in it: as you can see from the timeline of the call...no email has pulled in: This is the routing rule I am using: Can anyone advise? Hayley.
Good Morning all, We have a printer service with Xerox, however they have their own call logging system that they like us to log calls to. Because of this we do not log the calls in Hornbill as we would then have to raise a separate email to Xerox to advise them of the issue, and because the 2 systems are not integrated together we would have to manually update the hornbill calls each time with the Xerox updates. We would also have to close the call in hornbill manually. What we want is to be able to create a call in hornbill that sends as email directly to Xerox. Then when they update we want them to send one back to us that goes into the ticket? Is this possible? if so what would I need to do? Hayley.