Not Updating Resolved Calls

[Chris Bardell]

Hi All,

Is there something that would be possible - when a call has been marked as resolved is it possible to configure something so the end user isnt able to update the call by email?

Thanks,

Chris

[James Ainsworth]

Hi Chris,

There are a couple of settings available to prevent updates by email once a call is closed.  We hadn't included the resolved state as at this time, as it would commonly be when the customer responds with a confirmation that the resolution worked or not.  If you are not looking for a two stage closure, you could always automatically move a call to being closed once the resolution is in place using the BPM workflow.  Let us know if this helps.

 

Regards,

James