Auto unsuspend calls when replied to | Feature Suggestions

Auto unsuspend calls when replied to

Service Desk would like a way to unsuspend tickets when a user replies by email. Currently the Service Desk are suspending tickets when awaiting a response from the user, and the ticket only unsuspends when it reaches the time the analyst has set.

Guest
Sep 20 2021
Awaiting Release Assignment

ASM10 / Core

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Guest commented

May 12, 2022 09:56

This could be good, as long as out of office replies from those users don't take the call off suspension. I wonder how ASM would differentiate between a reply from a user, and an out of office reply.. just a thought.

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Incoming Email - Update Call Status and Unsuspend Calls Merged

We email customers when they are unreacheable and then suspend the call - if the customer replies to our email the call gets updated but does not go off suspend. This would improve our response times greatly.

Created 24 Oct 10:53 by Guest

ASM10 / Email

3 Awaiting Release Assignment