Client Communication

[nattivillin]

How do techs communicate with customers via CommitCRM when the tech does not have outlook?

This comes into play big time for techs who are mostly in the field and who use the mobile/web app and techs that are OWA only and don't use outlook at all.

[Support Team]

Techs can reply to customers using any email application, from their mobile devices or OWA.
The email reply will then go to the Email Connector that will in turn file it under the Ticket in RangerMSP, distribute it to
the customer (all recipients) over email - and notify any relevant employee recipient.

Techs can also start a new email and add the Ticket number as part of the subject line (e.g. 0500-1001 or TKT-0500-1001) and sent to the the support@... (Public Email Address) - their email will get filed under the Ticket, sent to the customer and any other relevant employees.

While using the Web app, techs can reply to the customer by using the 'Quick Reply' button in the Ticket details page or by replying to specific email messages from the Ticket History tab as shown on the sample below.
In both cases the built-in window will be opened to type the reply and it will be sent through Email Connector.

/forum_images/reply_to_customer_from_web.png

Hope this helps.

[nattivillin]

Sounds like "we" just don't know how to use CommitCRM web.

We're getting more techs that are in the field most of the time, and nobody is very familiar with the web app. Currently it is only used in emergencies.

Thanks for the info!