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Placing Call on Hold & option to send email to customer


Shamaila.Yousaf
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When we used Support Works we had the option to place the call on hold and have the option to send an email with the call on hold comments to the customer.

At present we email the user and then have another action to place the call on hold.

 

Is this achievable in Service Manager as one action only?  

 

Thanks in advance.

 

Shamaila

 

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