Enable Support Rep to Selectively Show or Hide Conversation Items Displayed to the Contact
Without the enhancement described below my company is unwilling to allow our clients to have online access to SupportCenter Plus, which is a major detraction given we want to get the maximum value out of the product.
Currently in SupportCenter Plus emails forwarded out of a support request by the support rep are not visible in the "View Contact Conversations" view. This is ok as a default behaviour but the support rep should have the ability to expose individual forwarded emails in the "View Contact Conversations" view if the forwarded email is not sensitive.
Conversely, we have currently in SupportCenter Plus the situation of all emails received into a support request are automatically visible in the "View Contact Conversations" view. Sometimes the incoming emails are from internal staff replying to emails forwarded from the support request by the support rep. These "in-house" replies should not necessarily be visible in the "View Contact Conversations" view because they may contain internal discussion and comments that are not always appropriate for public consumption.
The support rep should have the ability to hide individual emails in the "View Contact Conversations" view.
Most email entries would normally be made visible to the contact so they can see what is being done on their case, even if it doesn’t involve direct emails to the contact. However, there would be some internal notes and conversations that should remain internal only and not be visible to the contact.
One possible strategy would be to add to SupportCenter Plus a "Visible to Contact" check box against each conversation email entry. If it is checked then that email is visible to the contact when they view the request details from the Web Portal. If it is unchecked then that item is hidden from the contact.
All emails received from and sent or copied to the request’s Contact would, by default, have the "Visible to Contact" check box checked 'on'.
And perhaps any emails received into a support request from an email address that is *not* the same as the Contact's (or not having the same domain name as the Contact's email address) would by default have the "Visible to Contact" check box checked 'off'. It would then be up to the support rep. to choose whether to expose the email entry to the contact by checking the check box 'on'.
Perhaps controls should be introduced at the same time that allow the SupportCenter Plus administrator to define whether:
a) the old behaviour or the new behaviour defining email visibility is to be used;
b) a support rep role has the authority to change the visibility of email entries or not.
Currently in SupportCenter Plus emails forwarded out of a support request by the support rep are not visible in the "View Contact Conversations" view. This is ok as a default behaviour but the support rep should have the ability to expose individual forwarded emails in the "View Contact Conversations" view if the forwarded email is not sensitive.
Conversely, we have currently in SupportCenter Plus the situation of all emails received into a support request are automatically visible in the "View Contact Conversations" view. Sometimes the incoming emails are from internal staff replying to emails forwarded from the support request by the support rep. These "in-house" replies should not necessarily be visible in the "View Contact Conversations" view because they may contain internal discussion and comments that are not always appropriate for public consumption.
The support rep should have the ability to hide individual emails in the "View Contact Conversations" view.
Most email entries would normally be made visible to the contact so they can see what is being done on their case, even if it doesn’t involve direct emails to the contact. However, there would be some internal notes and conversations that should remain internal only and not be visible to the contact.
One possible strategy would be to add to SupportCenter Plus a "Visible to Contact" check box against each conversation email entry. If it is checked then that email is visible to the contact when they view the request details from the Web Portal. If it is unchecked then that item is hidden from the contact.
All emails received from and sent or copied to the request’s Contact would, by default, have the "Visible to Contact" check box checked 'on'.
And perhaps any emails received into a support request from an email address that is *not* the same as the Contact's (or not having the same domain name as the Contact's email address) would by default have the "Visible to Contact" check box checked 'off'. It would then be up to the support rep. to choose whether to expose the email entry to the contact by checking the check box 'on'.
Perhaps controls should be introduced at the same time that allow the SupportCenter Plus administrator to define whether:
a) the old behaviour or the new behaviour defining email visibility is to be used;
b) a support rep role has the authority to change the visibility of email entries or not.