gwynne Posted October 26, 2017 Posted October 26, 2017 We sometimes have users that email an update to a ticket even after the closure. It does mean we don't get notifications. could a closure notification be added so any customer updates an automatic email template gets pinged back?
Michael Sharp Posted October 26, 2017 Posted October 26, 2017 Hi @gwynne, we historically found users often leveraged old emails to report new queries (or what they believed to be the same issue) so this approach didn't work out for us. Emails in response to closed tickets go to our Hornbill mailbox for our analysts to make that decision. Not sure if this approach would suit your organisation however? Regards, Mike. 1
gwynne Posted October 26, 2017 Author Posted October 26, 2017 Hi Michael, Thanks for the response, you are right that may be a better way of doing it. How did you achieve this via the workflow? Regards Gareth
Michael Sharp Posted October 26, 2017 Posted October 26, 2017 37 minutes ago, gwynne said: Hi Michael, Thanks for the response, you are right that may be a better way of doing it. How did you achieve this via the workflow? Regards Gareth Hi Gareth, I think this is the default behaviour of Hornbill provided you are sending emails from the address that you receive emails back to, in the Hornbill mailbox? If this isn't working for you we can perhaps compare inbound routing rules? Regards, Mike.
gwynne Posted October 26, 2017 Author Posted October 26, 2017 That would be great, I will get the details when Im back at work tomorrow. Thanks for helping G
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now