Steffen Posted November 29, 2018 Share Posted November 29, 2018 Is there a setting that will notify customer of comment or update on ticket. We are struggling with sending emails as trail isn't visible and customer forgets what they have asked / details. Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 29, 2018 Share Posted November 29, 2018 Hi @steffen For communication to a customer you can use the Email Action on the request. By using the email action with will email the customer, add an entry to the Timeline including the visibility to the email that was sent. The timeline update can also be visible to the customer on the Service Portal when they login. While the different action items can be used in any way that you want, the idea was that the Update Action was primarily for internal discussions, the Phone Action to capture information while talking on the phone, and the Email Action for email communication to the customer. Each of these being recorded in the Timeline with a record of the type of entry so that you can see how many updates were by phone, email, or within the updates. Is this the kind of thing that you are looking for? Regards, James Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 29, 2018 Share Posted November 29, 2018 @Steffen Also, I wanted to mention that there is some work that we have in our backlog which will provide some more notification options when using the Update Action. The way this will work is if the visibility of the update is set to 'Customer' it will automatically send an email to the customer. I will add your interest to this change. Regards, James 1 Link to comment Share on other sites More sharing options...
nasimg Posted December 1, 2018 Share Posted December 1, 2018 @James Ainsworth Please add us too - although we do ask staff to use email, its to easy to use the update without realising the customer isn't notified. Nasim Link to comment Share on other sites More sharing options...
James Ainsworth Posted December 3, 2018 Share Posted December 3, 2018 Hi @nasimg I already have you added as a result of this related post. Regards, James Link to comment Share on other sites More sharing options...
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