Contacts that are CC'd don't show on assigned Request templa
Hi Support,
During out of office hours we had an incident recently where a request came in from one of our priority customers and they had cc'd their boss.
From supportcenter this was emailed out directly to a support reps mobile phone email address so we could respond while being away from a PC. I suppose it would be the same case if we had SMS set up.
When the supportrep got this email he replied immediately as it was an urgent issue and sent the response. The originators boss didn't know that this had been responded to and escalted it to our managing director, who obviously, being woken in the middle of the night got onto the supportrep who said that he had dealt with it.
There are two options that would be extremely useful in general, not just in this case.
Within the assigned email template it would be nice to have an option to add the contacts email address, and any cc'd email addresses as well as the contact name. If we need to answer from our email client and don't have supportcenter directly at hand we may not have that contacts email address in our address book and we certainly don't know about any cc'd contacts.
Anyone else need this option or is this just a one off!?!?!
Cheers
Rich
During out of office hours we had an incident recently where a request came in from one of our priority customers and they had cc'd their boss.
From supportcenter this was emailed out directly to a support reps mobile phone email address so we could respond while being away from a PC. I suppose it would be the same case if we had SMS set up.
When the supportrep got this email he replied immediately as it was an urgent issue and sent the response. The originators boss didn't know that this had been responded to and escalted it to our managing director, who obviously, being woken in the middle of the night got onto the supportrep who said that he had dealt with it.
There are two options that would be extremely useful in general, not just in this case.
Within the assigned email template it would be nice to have an option to add the contacts email address, and any cc'd email addresses as well as the contact name. If we need to answer from our email client and don't have supportcenter directly at hand we may not have that contacts email address in our address book and we certainly don't know about any cc'd contacts.
Anyone else need this option or is this just a one off!?!?!
Cheers
Rich