issue with colour of envelopes when acknowledging a reply
Hi
I have using version 7015
Normally, when viewing requests you can see if a customer has responded because the envelope changes to red.
We have added a notification rule so a customer gets an email to acknowledge that their email reply has been appended to the ticket.
The problem is this automatic response results in a history entry in the request that changes the envelope to green! Thus we can't tell if the customer has responded.....
Has anyone else experienced this?
Tim
I have using version 7015
Normally, when viewing requests you can see if a customer has responded because the envelope changes to red.
We have added a notification rule so a customer gets an email to acknowledge that their email reply has been appended to the ticket.
The problem is this automatic response results in a history entry in the request that changes the envelope to green! Thus we can't tell if the customer has responded.....
Has anyone else experienced this?
Tim