Internal Communication and External Comms work identical
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Navaneeth Kumar S
As a user, when I would want to reply back to an action which had created a linked ticket to other team on email come back to my latest open action or case - rather than giving an error that you cant reply as the action is already closed. This doesnt work the same way as it works on a normal incoming email on a closed action.
Hence the ask is to have the Internal Comms and External Comms work identical.
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Claudine Richardson
Hey Navaneeth Kumar S, thanks for your feedback! I have a few more questions for you:
- Can you describe a specific scenario where this issue impacts your workflow?
- How often do you encounter this issue in your daily operations?
- What would be the ideal behavior when replying to a closed action?
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Navaneeth Kumar S
Claudine Richardson - the ask is to work similarly as current communication from external
- A user has to send an email to a team to work on something and the feedback doesnt have dependency to continue my work - so I close the action and proceed further
- We are here talking on a daily basis and several of them in a day
- Ideally it should be shared to the latest open action or if the case is in resolved start - reopen the case or if the case is closed - then create a new ticket as per the triage configured for that email address