Email updates to tickets and vice versus

[stvnbth]

Hello,

Looking for information on how to update tickets via replies for both customer and agent.

For example, we have customers that expect they can update or request a status on a ticket by simply replying their first notification email and then have the agent receive this via notifciaiton and be able to respond the same way.

Is this possible?

Many thanks,

Steven

[Support Team]

Thank you for asking.

Yes, definitely yes. The entire Ticket Email Thread can be managed.
Customer replies by emails are added to the ticket and notify relevant techs automatically, also - techs can reply to tickets by email and have their reply distributed to the customer as well as filed under the relevant ticket automatically.

Click to learn all about Ticket Email Threading.

There are many options and tricks and therefore it worth the time reviewing this guide entirely, unlike settling down on the basics.

Hope this helps.

[stvnbth]

Many thanks for this. As a follow up, would you also be able to confirm whether these settings can be managed per customer? Or are these settings global only (all or nothing)?

[Support Team]

You're welcome! Ticket Email Threading works with the mailbox you configure for it, for example, if customers contact you over Support@... then any email, from any customer, will be handled by the Email Connector. You may share another email address with the customers you want to discuss outside of the system.

Hope this helps.

[Blueplanet]

Mistake