It would be beneficial to see what incoming and outgoing emails are from the system so we can audit who was sent what and when.
This is beneficial so if a Customer says they did not receive an email we are able to see when the system sent it and if it didn’t can investigate why it may not have.
We would also need to see what information was sent and who it was sent to. We can do this with M365 but it a slower process.
+8This has forced us to have workflows also add a private note with contents of the email sent so it’s logged in the ticket. Not as ideal because there is the risk the email didn’t send as expected - but better than seeing a note in activity that something was sent but not knowing what text was likely included.
We have done the same for emails that have been sent and logged a ticket. As the description is editable and you then run the risk of the email being edited with missing content so we have had to have it create a copy of the original email in the notes.
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