Jump to content

History of call included in replies


Recommended Posts


If a user logs a call and supplies info/details/screenshots etc none of that preceding detail appears in the ticket response from Hornbill, so the user can’t look back at it.  Is this a limitation of Hornbill, or is it possible to adjust settings etc?

I have switched the setting on below but it still doesnt show the history of the call when replying to the user.  


Is there any other options that I have missed to have this feature enabled?



Link to comment
Share on other sites

The setting you have shown is for the Email Application, and does not affect the Service Manager Application.

If I'm understanding the question correctly, this is for a Request raised from an email and you're referring to the confirmation that the Request has been logged - in which case, no, the email that the Customer sent in is not reproduced in full and sent back to them, and there is no setting to do this.

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Create New...