Hi, I'm a SupportCenter Plus newbie and I'm trying to figure out how we can use in our environment to replace our current support system simply based on exchanged emails.

As far as I understood, when a customer enter a new request he/she it fill in the "Subject" and the "Description" fields (and others, if designed). Then subsequent emails to/from Customer and Support Rep are included in the "Conversation" block.

At the end of the request, the Support Rep can fill in the "Resolution" field and close the ticket/request.

In my view, it should be nice Customer Rep could update/rewrite the "Description" field to describe what the customer’s problem/need was while the "Resolution" field already describes the solution for such needs. That means that the first email from Customer should be the first of the "Conversation" block. The rest of the field should be only the Customer Rep updatable fields where to store, basically

• Symptom (what the customer is suffering);
• Diagnose (what is the actual problem);
• Solution (what can fix the customer's problem).

and other matters tie to the product/contract/etc.

Is that possible? I.e. is it possible to move the first email from the customer, the first one that open a new ticket, in the "Conversation" block? Or, if the Customer uses the WEB interface, to allow he/she to write the first part of his/her request in the Conversation block?

What’s the Note purpose?

Thank you.