Notification for In bound Email replies of a ticket

[Adinanda]

Hi All,

We have an email service scenario. The tickets are raised from inbound email and the user uses C4C to reply. When the customer replies to the emails, that are automatically attached to the ticket based on the format of the Subject [ Ticket:XXX ]. Now when the inbound replies are attached to the ticket, how will the user know that the email reply has been received, and he has to go to the ticket and look into the reply. User might be having lot of In process tickets, he cannot go in every ticket and check if the reply has come. How can we resolve this and make it simple for the user?

This is not changing Completed tickets to In Process.

Thanks a lot

Regards

Adi

[Jelle]

Within the ticket a field (checkbox) 'Customer Updated' is available. you can make this visible in the ticket and the ticket overview list in adaptation mode.

This checkbox is automatically set when an inbound email is received for a ticket. The field is readonly, and can only be set by the inbound email.

according to KB 2183159 the system does not trigger notifications for this. A workaround could be to create your own workflow for this field.

in one of our projects we used a workflow to trigger a custom checkbox to be set if the 'Customer Updated' field was set by the system. Once the ticket was updated by the user, the user (manually or via workflow) could clear this custom checkbox so the ticket disappeared from his worklist.

The standard SAP "Customer Updated" field is only cleared automatically by sending an outbound reply to the customer - it cannot be cleared manually without.

hope this helps,

regards

Jelle

[mark_grantg1]

Good day Jele

"Last customer Interaction" or "Customer Update", where can these fields be seen on the Ticket?

Regards

Mark

[Jelle]

Mark,

the 'Customer updated' and 'Last Customer Interaction' fields can be added to the ticket list view using adaptation mode. In the same way, you can make the fields visible within the ticket itself

[sandeephebbar]

Hi adi_nanda

You can create a workflow rule and use "Last customer Interaction" or "Customer Update" field as a reference point to create a system notification or Email notificaton to Agents.

Regards,
Sandeep

[mark_grantg1]

Good day Aditya,

"Last customer Interaction" or "Customer Update", where on the Ticket can these fields be seen?

Thanks in advance

Mark Grant