How to insert a customer reply?
Posted: Sat Feb 23, 2013 11:18 am
Version of script: 2.4.2
What terms did you try when SEARCHING for a solution: insert message
Is there a way for the admin to insert a customer reply into a ticket?
For example:
1. a ticket has been created and the most recent message is from the Admin to the Customer.
2. Customer replies by emailing to My_direct_email@mydomain.com instead of Support@mydomain.com. Oh no -- the reply has bypassed HESK and does not get inserted into the ticket!
3. Before replying, I want to insert the customer's message into the ticket so that the conversation chain is preserved.
I thought of forwarding their email from my Inbox to the HESK email address but I think that will create a new ticket rather than append their message to the existing ticket.
What terms did you try when SEARCHING for a solution: insert message
Is there a way for the admin to insert a customer reply into a ticket?
For example:
1. a ticket has been created and the most recent message is from the Admin to the Customer.
2. Customer replies by emailing to My_direct_email@mydomain.com instead of Support@mydomain.com. Oh no -- the reply has bypassed HESK and does not get inserted into the ticket!
3. Before replying, I want to insert the customer's message into the ticket so that the conversation chain is preserved.
I thought of forwarding their email from my Inbox to the HESK email address but I think that will create a new ticket rather than append their message to the existing ticket.