Possibility within a ticket to communicate with a third party

Idea shared by EL-Support - 7/17/2019 at 4:49 AM

Proposed

We use SmarterTrack as a ticket system for our customers.
We would also like to have a possibility within the ticket to communicate with a third party in a separate thread.

Example. I have to escalate a support case to a manufacturer. I can't help the customer for now.

Currently our supporters escalte the ticket and write to the manufacturer via Outlook.

As soon as the answer is there, the text can be forwarded to the customer via SmarterTrack. But when a colleague is on vacation, you don't see what he wrote with the manufacturer. Because it is only in Outlook, but not in SmarterTrack.

Sure, I could create a new ticket in SmarterTrack and record the communication with the manufacturer.

But this is confusing. Two tickets for one case. I would like to have it in the existing ticket which has been created by the customer.

1 Reply

Reply to Thread

Kyle Kerst Replied

7/17/2019 at 10:03 AM

Employee Post

Hello and good morning. I've forwarded this request on to our development team as a feature request as I believe other users could benefit from this as well. Thanks for the great suggestion!

Kyle Kerst Lead Internal Network/System Administrator SmarterTools Inc. smartertools.com

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