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Topics started by martin_14579

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M
Contributor
martin_14579Contributor
posted in Archives - Freshdesk

Reply Notification Problems

Something I have noticed which is causing some problems within my company: Scenario: Customer A initiates a ticket via email with Customer B as a CC recipient. Agent responds to the ticket. Customers A and B receive email. Customer B responds to Agent's message. When Customer B responds to the Agent's message, the blue "Customer Replied" label is not applied to the support ticket in the Agent's Tickets display. I think this is because Customer B was not the initiator of the ticket. Shouldn't the Agent be notified if Customer B replies to the ticket? Their reply is often just as important as Customer A's. I would appreciate you looking into this issue. -Martin @ Spinnsoft

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7 years ago

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