Replying on a tracker?

  • 27 November 2018
  • 1 reply

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?



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1 reply

Userlevel 1

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.