I think a tracker is meant to submit a broadcast by means of the "Broadcast" button.
But there is also a "Reply" button on a tracker. What's the difference?
Who would receive the reply? And in which case should an agent choose "Reply" in stead of "Broadcast" in a tracker?
Thanks,
Sarah
Hello Sarah,
The agents can choose the 'Reply' option to send a message to the original creator of the tracker (another agent).
Using the Broadcast option, the agents can add an internal note on all the related tickets linked to the tracker.
Cheers!
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