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Reply opportunity missing on internal messages?

A service case is made up of internal and external messages or notes.
The external ones are visible to the customer and "answers" are used for communication back and forth with the customer.
If the communication occurs back and forth between parties in the service organization, an internal message cannot be answered.
Is it a bug in the program or a design that is conceived like that. If so why is that so ???

 

RE: Reply opportunity missing on internal messages?

Hi Lars,

In version 8.4 R07 functionality as you are describing was introduced to Service, this function is expanding on function to reply/forward on single messages.

You can find more information on this here

 

Von: Michel Krohn-Dale 30. Aug 2019