Customer Service Ticketing not recording emails?

forums_noreply@adobe.com — Wed, 19 Feb 2014 23:45:35 GMT

Hi,

I set up an account to test the CST system. Everything worked great except new email replies aren't recorded in the messages area in the case. Is this normal? My understanding is that the whole point of ticketing is to have the whole conversation available in the system. Is this not part of the feature, or did I miss something somewhere?

Thanks,

Jeff

CST - escalated support role replacing 1st level only when needed?

forums_noreply@adobe.com — Thu, 27 Jun 2013 18:30:56 GMT

Hi,

I'm setting up a CST system with one 1st level CSR and 2 in the escalated role.

Per the CST doc in the KB here: http://kb.worldsecuresystems.com/kb/customer-service-ticketing.html, you can't have the same person in both levels. But I want to set it up so that the person in level two can uncheck herself from that level and check herself as available in level 1 when the designated CSR is away.

Will this cause problems?

Adobe Community : Popular Discussions - Customer Database (CRM)

Customer Service Ticketing not recording emails?

CST - escalated support role replacing 1st level only when needed?