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Automatically include an address to send an email to


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If an email is sent as an update to a request, the email is automatically added to that request.

If we open that email and need to respond to it, is there a way for the address that it was sent TO to be copied in to the 'to:' field? OR is there a way to automatically add the response email to the ticket WITHOUT having to have the analyst remember to add the Hornbill mailbox address?

We've got a few large teams using Hornbill and quite a bit of the communications which happen between the teams and their customers is still based around email (albeit from within a ticket). However, sometimes, an email is responded to but the analyst forgets to include the Hornbill mailbox address when sending the reply, so if someone else takes a look at the request, they don't really have any trace of the response email being sent. 

 

So having a way of automatically ensuring that the response email is added to the request would be beneficial - OR is there a setting where the 'reply to all' option is ALWAYS available on emails, regardless of whether more than one address was in the original 'to' email?

 

 

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  • 2 weeks later...

No - there never is.

Even if you use "Reply to All" in a dedicated email client (which Hornbill isn't) the address it was sent to is not included. Because ... that would be sending the email that you're writing to yourself, which doesn't make sense.

Also, I'm guessing that by "open" here you are using the View Email option from the Timeline, in which case you are opening the Mailbox, and are no longer in Service Manager, so the sent email is not added to the Request (which doesn't exist in the context of the Mailbox.)
If you want the email automatically added to the Timeline the Email action on the Request is the way to do that.

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4 hours ago, Steve Giller said:

If you want the email automatically added to the Timeline the Email action on the Request is the way to do that.

But that doesn't include any details from the original email, which then loses any information previously gathered. I do realise that Hornbill isn't a dedicated email client, but in the context of keeping all of the information about a ticket WITHIN the ticket, would it be possible to have an extra option in the menu of an email update for replying to the selected email from within Service Manager (thus keeping the original email detail, and automatically updating the request)?

 

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12 hours ago, Paul Alexander said:

in the context of keeping all of the information about a ticket WITHIN the ticket

It is, each of the emails are on the Timeline already - what you're proposing would be duplicating the information over and over again.

i.e.

  1. Email 1 is added to the ticket, and posted to the Timeline.
  2. Email 2 (the reply) is sent, and added to the Timeline, this includes Email 1
  3. Email 3 (the Customer's response) is added to the ticket and posted to the Timeline, this includes Emails 1 and 2

already we have Email 1 on the Timeline 3 times and Email 2 twice, plus (from experience) a ridiculous amount of text from multiple email signatures and disclaimers.

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