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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. Hope this helps. |