What to expect when applying an email manually to a request that is on hold

[Adrian Simpkins]

Hi All

Just wanted to clarify if an email is manually applied to a request that is on hold from the inbox that this does not take a request off hold, only auto processed emails applied to on hold requests will take it off hold?

Have a request where we applied an email from the inbox that did not auto attach, and the request remained on hold

 

Many thanks

[David Hall]

Hi @Adrian Simpkins

Yes that's correct, a manual application of an email from the inbox will not result in a request status change, only the automated action directly from a customer will take the request off-hold.

Kind regards,

Dave.

[Adrian Simpkins]

Thanks Dave I thought this was the case so just wanted to clarify Many thanks as always