Original message lost when replying to emails

[Graham1989]

Hi,

We have noticed that when we reply to emails from the Hornbill system (before logging them as a job) that the original email content does not get carried over, so if we have to ask for additional information from the customer we loose the original request information.

Is there a setting somewhere that would change this?

Thanks

Graham

 

[Gerry]

Graham,

By default we do not include the original content of the message when replying, if you want that click the Quote (") button and you will have it as you expect. There is no setting as far as I am aware to make this happen by default. 

 

Gerry

[Gerry]

Graham,

I have moved this to the Collaboration workspace as this is not something specifically related to Service Manager

Gerry

[Graham1989]

Hi Gerry,

Thanks for your response. Do you, or anyone else, know if this is a feature that is being added in the future, as we find it very useful for audit trails and information gathering? Having to click the quote button each time we respond to an email is going to get tedious quite quickly.

Graham

[Martyn Houghton]

Graham

We have approached this in a slightly different way for our 1st Tier who administer the shared mailbox. Where email requests received are vague or missing information, we have created a generic 'Service Request' service which is then logged from the original email received. The 1st Tier then use this service request as the container to contact the customer and gather the remaining information and then they raise a linked request from this once the clarification has been received.

This does mean you are logging multiple requests, but means it is easier to track and record activity on, rather then relying on an email trail.

Cheers

Martyn