Questions

(We use GMail, BTW) From time to time, clients will send requests for help to the Replies email address. Since the message doesn't contain a token, the message isn't processed. The Replies monitor log had a message like this:
Error encou...

Hi there,
We have an email reply setup and whenever someone emails that address directly to submit a ticket it sends that email into the unsuccessful folder and produces an email regarding the Subject not having a reply token, which is sent t...

When our technicians reply to a service request (and expect a response from the customer), they set the status to On Hold. When the customer replies, the status reverts back to the last off-hold status (in this case "In Process.") The technician ...