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May 17, 2010 at 02:57 PM

Interaction Record Category - Outbound email

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Dear friends,

We're using CRM5 webclient. I have a small issue on it:

When we process an service ticket and an email is sent, is there any customizing way to change the interaction record category to email ? (INT)

We have front-office and back-office profiles with the same interaction record, and:

- When we identify the customer and create the interacion record (IR) and service ticket (ST), it assumes the default IR category TELEPHONE

- When we identify the customer by processing and email, and create the interacion record (IR) and service ticket (ST), it assumes the category EMAIL

- But when we process an existing service ticket, and send an email, the created IR assumes the default IR category TELEPHONE 😔

Can anyone give some clues?

Thanks for any input!

Kind regards,