Email HistoryThe Email History section lists all email
correspondences received from the caller on a support case.
The emails are order chronologically with the newer emails
at the top listing. Notice that each email item listed has a
SupportCalls case number tagged to the subject for tracking
and identification.
Three ways of adding email
replies to a particular support case:
- Automatically - when
SupportCalls monitors the particular
mail-enabled folder or mailbox.
- Manually - when the technician
selects a particular email (having
the case number tag in subject) and
click the 'Convert to case' button
(from the standard SupportCalls
toolbar).
- Manually - when the technician
selects a particular email (with no
case number tag in subject) and
click 'Add to existing case'
(from the standard SupportCalls
toolbar).
In all the above scenarios, the email
or a copy of the email would be stored
in the 'Email History' folder. The email
will be tagged with the specific case
identity internally so as to associate
it with a particular support case. |
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The grid view listings of all email replies from
the caller. Both the subject and date received
fields are listed.
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Open and display the selected email in Outlook.
You might want to read and follow through past
conversation on the caller's problem.
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Disassociate the email from the case and remove it
from the 'Email History' folder.
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Reply to the selected email conversation. If
the subject of the email does not have the support
case number tag, it would be automatically appended.
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Forward the selected email conversation. If
the subject of the email does not have the support
case number tag, it would be automatically appended.
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