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Former Member
Jun 08, 2010 at 09:52 PM

Email acknowledgement on Service ticket creation

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Hi,

We want to send an email acknowledgment back to the customer when we create a service ticket from an incoming email.

How can we do that through the config?Is Intent driven interactions is the way to do it? Please specify the steps.

Below is the scenario:

Incoming email routed to a service group through ERMS.

Agent goes to the IC inbox and creates a service ticket from the email using the 'interact' button.

Auto ackowledgement sent to the customer with the service ticket number..

Thanks for the help,

Dan