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Can someone please tell me how we can know if the customer got an acknowledgement email when an issue is created?
I know we set it up in notification settings, but I also wanted to see it in the ticket's history.
Hi, @Manju Echoapps360 there is a feature in the works for an outbound email log. you can see that here. JSDCLOUD-4698 You may want to watch it if you want status updates as they come out.
For inbound logs, Iyou can look at the processing logs based on this article Email Processing Log .
Initially I setup dummy customers with real email addresses for testing to see what the emails looked like and see how the replying to emails work. You won't be able to see what happens if the customer's IT department is blocking emails, we had that issue.
Hope that helps.
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