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author's profile photo Former Member
Former Member

Auto default employee email ID in Employee service ticket

Hi,

We have one requirement where we need to auto default the employee email ID in employee service ticket. In the overview tab when user clicks on

"Compose new email" then It should default the employee email ID in "TO".

Can anyone please advice how can I achieve this?

Regards

Nitin

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    author's profile photo Former Member
    Former Member
    Posted on Jun 30, 2016 at 08:45 AM

    Hi Nitin,

    That's already standard functionality. For Employee Support tickets (based on ticket type), if there is an Employee on the ticket, and the Employee has an email address, "Compose New Email" will automatically default the TO to the employee's email.

    Note that you may need to adapt the ticket UI to hide the Customer panel and show the Employee panel. Also make sure that the Ticket Type you are using is mapped to Employee Support (in fine tuning).

    Kind regards,

    Gab


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