Dear Colleagues We would love to have your inputs on the following scenarios that we are encountering today and need a quick solution on 1. When a customer uses several service channels in their "To" section of the e-mail, we get several duplica...

Dear All We have configured 24 HR SLA for our e-mail tickets. The issue is when a customer responds to a closed ticket, the system reopens the ticket to In process and then does not recalculate the SLA for completion. Has anyone else faced the s...

Dear All, We have configured the inbound e-mails to create Service tickets in our landscape. While searching the service tickets, is there a way to search it based on the inbound e-mail ID , we found that there is a way to connect the inbound e-mai...

Hi experts we have C4C system receiving inbound calls from Avaya. the inbound phone number searches and identifies the customer and the interaction is tagged to the customer. Recently, we had our internal avaya extensions changed to 7 digit exten...