Hi,
I have a client call and have to explain him the service ticket creation process. I want clarity on few points
1. If an agent sends an email from the interaction view using micosoft outlook and if the customer replies to the email what affect will it have under the interaction view. Will the mail be visible under the view apart from the outlook inbox?
2. Can the escalation of the ticket be done automatically? As in can we create a rule in the system by giving condition which will automatically escalate the ticket?
3.What is sub-ticket view in the service ticket?
4.What is time entries in service ticket?
Kindly help