HappyFox help desk administrators can now define how incoming messages are added to a ticket when an agent replies to an email. The administrator can choose whether to set it to an email reply or a private note.
This feature is being introduced to address scenarios in which agents with the permission to reply to the customers through email unintentionally send emails meant for internal communications to a wider audience by including a category email address in the CC field.
To accomplish this, there is an option available for each category to define how incoming messages are considered.
Who can perform this action?
Any agent with the Manage Categories (Manage > Roles & Permissions > Managerial) permission can update the agent reply preferences.
Steps to configure the incoming messages option for agent email replies
Login to the Agent portal and navigate to the Manage module.
Navigate to Categories, select the required category for which this setting should be configured.
Select Edit Advanced Settings > Ticket Reply Settings.
The field How should the incoming message be considered when an agent replies via email? will be available as shown below.
- The drop down field will have the options - Reply and Private Note.The option will be set to Reply by default. Select the appropriate option and click Save.
- When the option Private Note is selected, the agent reply via email(to the specific category email address) will be added as a private note in the ticket. The response will not be visible to the customer in the customer portal.
- The private note alerts will be sent to All Subscribers of the particular ticket.
- When the Reply option is selected, the agent reply via email(to the specific category email address) will be added as a reply in the ticket. The same will be reflected in the customer portal as well.
Frequently Asked Questions
Q Can agents without the Reply to ticket via email permission be allowed to add a private note via this feature.
A Yes. All agents associated with the particular category can add a private note through this feature.