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Former Member
Nov 20, 2009 at 06:20 AM

IC WinClient 5.0 - Case ownership issue



We have an issue where we need to do the following:

If an agent answers an email, if the customer responds to that email, then this response should be automatically assigned to the original agent.

I was thinking that we might be able to use the case number and place it on the email somewhere, so that crm could reference the last person responsible for the case and then assign the email to them.

Iu2019m not sure how we would do this. Any help/suggestions?

Thank you,