Guest Paul Alexander Posted October 14, 2021 Share Posted October 14, 2021 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! Link to comment Share on other sites More sharing options...
samwoo Posted October 14, 2021 Share Posted October 14, 2021 +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. Link to comment Share on other sites More sharing options...
Andy Gilbert Posted October 20, 2021 Share Posted October 20, 2021 +1 from us, is there a Hornbill view of this one?? Link to comment Share on other sites More sharing options...
AmyW Posted October 20, 2021 Share Posted October 20, 2021 +1 Link to comment Share on other sites More sharing options...
Daniel Posted October 28, 2021 Share Posted October 28, 2021 +1 from us Link to comment Share on other sites More sharing options...
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