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Send email and put on hold in one


Paul Alexander
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I'm finding that, when I put a request on hold, the majority of the time I've just sent an email to the customer asking for info...

So, would it be possible to have a 'mixed' button in the email section where you can choose to send the email AND put the request on hold for a period of time AND have snippets available in the 'place on hold' form please? It'll just save a few clicks! 

 

 

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+1 BUT the only downside I see for this is if you have Routing Rules to update tickets, and you send an email via Hornbill, if that person has an out of office and your sub-statuses are set up accordingly, then it will take the ticket off hold again... then you have to put it back on-hold anyway.  But one less clicks makes a difference, especially where there is no auto reply coming back.

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