Replying to all that were cc'd on an original email

[chriscorcoran]

Hi

We often receive calls from customers with people cc'd to the email. Sometimes when we reply to the customer via email we need to include all those people that were cc'd is there a way to do this? Maybe a way to capture those cc'd in the original message giving the option to reply to all?

 

Thanks

Chris 

[chriscorcoran]

If I open the email source and do a reply all its doesn't go into the timeline even when I copy the support desk in

[Dan Munns]

Hi @chriscorcoran

For the email view you can hit reply all. Don't think there is a way to do it automatically from the call though.

You can add cc's to the email when emailing the customer from the call.

Hope that helps

[EDIT:] If you add the call reference into the subject line and add the support desk does it not auto update the call based on your update rules?

 

[Victor]

@chriscorcoran

30 minutes ago, chriscorcoran said:

Sometimes when we reply to the customer via email we need to include all those people that were cc'd is there a way to do this?

If the reply is sent from the request (using "Email" action) then, no. As an alternative, you (the analyst) can open the email using the "View Email" option, which will open the email in Email interface, where you have the "Reply to all" option. Doing this will not automatically add the email to a request because the reply was sent from the email interface, not from the request.

19 minutes ago, chriscorcoran said:

If I open the email source and do a reply all its doesn't go into the timeline even when I copy the support desk in

As @Dan Munns suggested, if you CC the support desk email, you would need to have a routing rule to (automatically) add this email to a request.

[chriscorcoran]

Thanks @victor @Dan Munns

Both are options we can try.

 

Chris