Request conversations and email
Hi, Vinu, Support.
The way SCP deals with incoming email messages, it is not possible to associate a customer reply to an incident that is already open.
Besides creating requests and adding contacts from incoming email messages, SCP should also allow customer replies to be added to an existing conversation (by means of rules or some other configuration parameter).
By not doing so, email conversations via SCP are not possible and customer replies are either registered as new requests or lost (if email fetching is disabled).
Merging, not being a solution for this problem, is also not an option as a workaround due to the limitations of only one merge per request.
This is an issue that I think should be urgently addressed.
Thx.
Frank
The way SCP deals with incoming email messages, it is not possible to associate a customer reply to an incident that is already open.
Besides creating requests and adding contacts from incoming email messages, SCP should also allow customer replies to be added to an existing conversation (by means of rules or some other configuration parameter).
By not doing so, email conversations via SCP are not possible and customer replies are either registered as new requests or lost (if email fetching is disabled).
Merging, not being a solution for this problem, is also not an option as a workaround due to the limitations of only one merge per request.
This is an issue that I think should be urgently addressed.
Thx.
Frank