Ticket Interactions in SAP Service Cloud

[former_member639271]

Hi All,

Is there any way to default which option will come during creation of new interaction in the a ticket.

PFB the screenshot of the same where the default option is Portal for tickets created through internet channel.

screenshot.png

Tickets created via email channel has default option email only.

Is there a possibility to configure which option will come first while clicking on the new button?

Thanks,

Shuvam

[sandeephebbar]

Hi shuvam.sadhu,

It depends on the source of the ticket. You can not set the default option while responding to the ticket interactions.

However, if the ticket is created via email but you respond via Portal, then for further conversations, Portal response will have defaulted. So, it also depends on the Latest conversation selection

Regards,

Sandeep