Notification About Multiple Follow Up Emails
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P
PJA
The way the Replyco system is set up -- When a customer emails us, then sends us a new email and another email, the system sees it as a new email and the email thread would go to the last page (If sorted to see the Oldest messages first). It's a critical case where the old email is skipped.
For email support accounts that receive 100+ emails a day, it's important that we get informed if there's an email with multiple follow up and still not responded to.
Or a way that we can easily see if a thread has multiple emails that need a response, as soon as possible.
H
Herman Nefedov
complete
Dear Customers.
Replyco has a column named Respond Till. It hasr a SLA timer which starts since the very first unanswered message has arrived into the ticket. You may sort a ticket list by clicking on the name of this column (from oldest to newest and vice-versa).
Please note that it works only for tickets with a SLA (priority) assigned to tickets.
Another thing to mention:
we might create new tickets because for some reason client thread IDs may be different. There is a vast amount of reasons actually, from the settings of the email program which your buyer uses, to the settings of the mail server which your client uses.
Here we act like a default email client: we scan all the messages and check meta-data, and if thread IDs are the same, we merge them into one thread (if messages came from the same email address under the same Replyco integration).
A
Alex Mazurov
in progress
Andrew Kornytskyi
planned
P
PJA
The attached photo is one example. The email could have been answered when we catered to Sept 13 emails but we weren't able to because the email went to the Sept 14 list of emails (sorted from oldest to newest)