You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
We are setting up our Ticketing system and we face the following issues.
When our customer sends an email and puts someone in CC, this person is added automatically in the field Request Participant. This is ok but when we reply back to the customer, the Request Participant accounts are added in the "To" field automatically. This causes confusion. How can we force the Request Participant field to by copied as CC in the Reply to Customer function?
Furthermore, how can we add someone in the CC field when replying to a customer?
Finally, when an Agent replies to a customer, the Agent’s name appears on the Sender field, whereas, the sender’s email is the helpdesk email that we have set up.
We would like the agent’s name *not* to appear anywhere in the email and only the support account to be displayed on the Sender’s field.
Could you please advise on the above-mentioned issues?