Published on: 12-30-21 11:16am
We have added one more feature in our UVdesk to make the ticket management hassle free.
Earlier, the ticket agents used to receive an email notification whenever any new ticket was generated on the UVdesk.
The agent could only check the mail and reply back to the mail when they were on any third party devices like smartphones, tablets, etc.
Now, we have added a gem feature which would make the ticket handling process easy for the agents.
The agent can now do the following- Assign another Agent, Change Priority, Change Status, Change Group, Change type, Add/Remove Star of the support mail while viewing the mail from their third party devices.
The agents just make use of few commands to use this feature. Please also note that the agent can Assign another Agent, Change Priority, Change Status, Change group, Change type, Add/Remove Star of the support mail if they have the privilege of the above-mentioned features.
For performing the actions, you have to enter the command for the action which you want to execute along with the name ( Agent Name, Priority Name, Status Name, Group Name).
You can enter the Value name either in capital letter or in small letter.
Email Delimiter is used to distinguish the extra and redundant data in the Reply Mail. It clears the confusion of the agent which they often get while replying to continuous emails.
It allows the users ( agents) to add replies above a specified line.
For the example, you can see we have added a default email delimiter called "<-- Please add content above this line -->", so it means that the agent can reply to the emails above this line ( <-- Please add content above this line --> ).
You can also customize this line from your UVdesk panel as per your requirement.
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