Ability to email from Actions to Linked Tickets
O
Orlando Martel
Currently, if a Case and a Ticket are Linked, you can only email from the Case to the Ticket (and vice versa), as emailing from the Action only becomes an option after this email chain has started.
It would be ideal to be able to email from the Actions to the Linked Ticket as this is what users are picking up and working from, not the case.
As well, when emailing from the Ticket, it would be great to have the option to email to individual Actions within the Case (I.e a list of open actions are present when selecting the work item to share the email with).
C
Claudine Richardson
Hello Orlando Martel! I have a few more questions for you:
- Can you provide more context on how often users need to email from Actions to Linked Tickets?
- Could you clarify the benefits of having the option to email individual Actions within the Case?
- Are there any specific scenarios where the current email functionality is causing issues or inefficiencies?
O
Orlando Martel
Hi Claudine Richardson!
- Currently this would occur for some of our processes where the Client Services team is starting a Case, where the first Action does not sit with them (I.e an operations team), and the Operations team would need to discuss anything with Client Services team or get them to request additional information from a Client or a Broker, for example. In this case, the Operations team, who at the time would be on the Action, would have to go into the Case to be able to send out that Email to the Ticket, causing further clicks and would have to ensure they have the 'Include Related Work Items' filter turned on otherwise they will not see the reply.
- Firstly, it would save time for users, instead of having to go into the Case every time. Secondly, it would be more intuitive for users (i.e they aren't necessarily going to know that they need to go into the Case to be able to send the email). And it would also help in the event there are multiple Actions open, sat with different teams, and the email only needed to go to between one of those Actions (teams) and the ticket.
- As mentioned above, we have a number of processes where the Client Services team will be the initial team with the Ticket but not the first team involved in the Case. The Client Services team involved in the particular above mentioned processes, have direct relationships between themselves and Clients so it is important that they can maintain this communication between the team(s) completing the first Action(s) and the Client Services team on the Ticket.
Our users are unhappy with the idea that they must go into the Case in order to be able to communicate with the Ticket as it seems to be unnecessary, and inconvenient.
Hope this helps!
Many thanks,
Orlando