Notes tab displays the notes attached to a particular ticket.
Notes tab displays the notes attached to a particular ticket.
Complete History allows viewing a list of all the previous communications of operators with an email ID via Chat and Email.
An email agent console with Activity tab is as shown in the below screen-
The editor window of an operator email includes information about an incoming ticket. This is as shown highlighted below-
Click icon on editor window and the system will open up a Push URL pop-up box as shown below-
Click icon on Editor window to access the Nanorep feature in Email. The system will pop-up the following Nanorep window as shown below-
An operator can save ticket as a draft which can be later edited or sent to the customer.
An operator can escalate a ticket to another operator, supervisor or skill.
Just like the chat module, this feature displays a notification to an ICE Email agent when a new mail arrives to the system.
Canned responses are predefined responses to the common queries of the customers. These responses can be different for different organizations and they are configurable from…