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Correspondents & Telephone Support

How do you handle telephone support calls to get a correspondent and ticket.

If I raise a new case and e-mail this to the client will it create a ticket for the Client to follow or do I have to do something else?
Paul Williscroft Send private email
Friday, May 22, 2009
 
 
This is a bit difficult.  The Ticket value is not generated until the email is sent.  So your first email cannot include the {ticketurl} placeholder.  It's a bit of a hack and it's a bit spammy, but you could send a "New Case" email first, then a "Tracking URL" email next.

Sorry there's not a better way to do this.
Rich Armstrong Send private email
Friday, May 29, 2009
 
 

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