Sending emails with orginal call details

[chriscorcoran]

Might be a good feature, unless there is a way already? 

When you respond to a call via email it would be good to have option to add original call summary or call details as often users find that they get emails from support staffd with a ref in the subject but cant remember what the call was about unless they login to the portal or search through emails.

 

Thanks

 

Chris

[Victor]

If I understand your query correctly, you could customise the email template used when analyst sends an email update from a request to include the summary and/or description. You can add them via the "Variable" menu option in email template configuration.

 

[James Ainsworth]

I would recommend using the Snippets Feature for this.  On the Email Action on each request there is a Snippets option where you can create and share commonly used information for your different emails.  Using the Snippets lets you choose when it is appropriate to include this information. 

For more information you can watch this video or visit the wiki for more details.

 

[samwoo]

This is an example of a snippet that I use:

Quote

Hello {{customerFirstName}},

I am contacting you with regards to the following call:
_________________________________________________
'''Reference''': {{reference}}
'''Summary''': {{summary}}
'''Description''':{{description}}
_________________________________________________

[[[]]]

Thanks,

- ------ ---- - 
Applications and IMT Team
Systems Analyst

Phone: ---- --- (----)
Email:   ------.----@---------.---.--

• The dashes are just information that I have deleted out manually
• Where you see the [[[]]] this is just a reminder of where I need to manually add text to send to the customer.

When you send the above, it would look like the following:

Quote

"Hello Shane,

I am contacting you with regards to the following call:
_________________________________________________
'''Reference''': IN00011454
'''Summary''': Unable to raise an order for --------------------.
'''Description''':Shane has been unable to raise an order for ----------------. Will need a call to go through how to complete.
_________________________________________________

Are you still having any issues with the above? If so then could you provide further details and any screenshots for any issues that you having.

Thanks,

- ------ ---- - 
Applications and IMT Team
Systems Analyst

Phone: ---- --- (----)
Email:   ------.----@---------.---.--

I haven't noticed until just now that using the Wiki Formatting doesn't format the text in the email, but you don't need to use it

Thought i'd contribute to the post above.

Thanks,

Samuel.

[chriscorcoran]

Thanks guys for the suggestions, worked a treat