Ability to add agent user email address into the contacts section
complete
Kamal Saran
complete
Hi,
Do you know what, this is ready to use now. We’d love to know what you think! A production release 2022.2.3.0 including this is ready.
You can also check out the full content of the release at https://docs.enate.net/whats-new/
Please discuss accessing a 2022.2 production release with the Enate Customer Success team.
Thanks,
Kamal Saran
Enate Product Manager
Kamal Saran
ready for 2022.3
Kamal Saran
likely in 2022.4
Kamal Saran
possibly in 2022.4
Kamal Saran
under review
C
Craig Bachelet
This is a very important one for us as well.
We would like the ability to add agents as contacts regardless of which customer they are associated with and also would like auto responses to be successful too (currently not working in some scenarios).
Impacted use cases:
1.) Our Human Resources department has been set up a separate customer and access is not available for agents set up on the other customers for obvious reasons. Then majority of the agents on our other customers would be contacts for our Human Resources department.
We do not want access to be given to other agents under the others customers and do not want internal staff using Enate to contact Human Resources for personal matters. So staff would need to email from Outlook to our Human Resources department…. They will currently not receive an auto response and also our HR staff would not be able to add the staff member as a contact…
In this scenario, we would want auto responses being sent successfully and being able to add the staff member as a contact manually or automatically at point the ticket is created.
2.) Our operations in Guernsey and Isle of Man are set up as separate customers. Generally they will be able to use Linked Tickets to communicate with each other if it’s relating to an external client. However, there will be scenarios where someone needs to email (‘To’ or ‘CC’) an agent from the other customer for more ad-hoc tasks.
Again, in this scenario, we would want the ability to add these agents as a contact & auto responses successfully sent. Also for the agent contact to be prepopulated if receiving an email from them.
3.) Testing has been made more difficult by this change. If I need to test contacts/auto responses across all customers etc… I will now need to use separate 3rd party email accounts & agent log-ins associated with each customer on our instance which is more time consuming than just using my agent which has access to all customers.