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Hornbill - Include Call Timeline


GSM
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Hi All,

I wish to understand that when updating or responding/closing tickets within service manager - how can we include previous call notes, and updates in the same e-mail, effectively including the call/e-mail chain.

Sometimes, if a call is closed after an extended period of time, the user will get the call reference along with a closure message, but may have forgotten what the original call was for, so including the full history would be of great benefit.

2nd question:

Is there a way to mark all e-mails in the inbox/deleted items as read, I’ve had a look under administration and mail settings, and there appears to be an option to "empty/delete" these folders, but not one for marking all e-mails as read?

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HI @GSM

48 minutes ago, GSM said:

I wish to understand that when updating or responding/closing tickets within service manager - how can we include previous call notes, and updates in the same e-mail


Depending on how you are responding to the customer there are a couple of options.  If you are using the Email Action on the request, this uses an email template.  You can include information from the request directly into the email. Information on email templates and how to use the variables can is located here.  The default template used when sending emails from a request is called Request Message.  Something commonly done is to include a link in the email back to the request in the self service portal where they can see the entire request.

You could also use the Snippets feature on the Email Action to add information about the request, again using variables.  This can be usefully when you don't want the information included in every email automatically, but it is there to quickly add information when needed.  Details on the Snippets can be found here.

Let us know if these help.

Regards,

James

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Hi @GSM

1 hour ago, GSM said:

Is there a way to mark all e-mails in the inbox/deleted items as read

There are two options for this.  

The first option is to select the individual emails and then use the two icons for either marking as read or unread.

 

image.png

Next is to select the folder where you want to mark them all as Read and then at the bottom of the pane that lists all the emails, select the More Options menu and select Mark as Read

image.png

Hope that helps.

Regards,

James

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