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Sending a response to the contact is required when a new request is received. Also, when a support rep is ready to close a request, the same can be notified to the contact so that if the contact has any concerns about the same, he/she can raise. The support rep can then address the same and close the request after the contact is completely satisfied with the way his/her request has been attended to.
To respond to the contact
The responses that have been sent to the contact can be viewed as conversations in the request details view.
By default, the email editor will be in HTML format. If you do not want the mail in HTML format, then select the radio button Plain Text. A confirmation dialog will open. Click OK to continue changing the editor to plain text.
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Warning: While editing the subject of the e-mail, ensure that the request ID value remains intact with the # symbols beside it. Else, the threading of requests may not be proper. |
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