Technician Replies
Dear all,
I'm new to SD Plus, and already trying to implement in our office.
We and our customers mostly use e-mail conversation rather than Web. So, once a user opens a TT, the request is openned, the TT is assigned to a technician. BUT, we have 3 technicians, as a group. lets say they have a group mail address, as " support@domain.com" . I want that once a ticket is raised, the members of support should ve informed. i could do it, by inform the technicians check box, (defined support mail address as one technicians). NOW, here is the challange, one of the technicians should be able to answer via his own mail address (outlook) to the requester (user). but i can't do it. the technicians were informed but when he/she do "reply to", it only repies to SD system, the requester doesn't see the Update.
I've already tried to use Support Groups section but no help.
Hope you can answer for this basic usage :)
thank you
Deniz.
I'm new to SD Plus, and already trying to implement in our office.
We and our customers mostly use e-mail conversation rather than Web. So, once a user opens a TT, the request is openned, the TT is assigned to a technician. BUT, we have 3 technicians, as a group. lets say they have a group mail address, as " support@domain.com" . I want that once a ticket is raised, the members of support should ve informed. i could do it, by inform the technicians check box, (defined support mail address as one technicians). NOW, here is the challange, one of the technicians should be able to answer via his own mail address (outlook) to the requester (user). but i can't do it. the technicians were informed but when he/she do "reply to", it only repies to SD system, the requester doesn't see the Update.
I've already tried to use Support Groups section but no help.
Hope you can answer for this basic usage :)
thank you
Deniz.