email support Response via GMAIL and Ticketing System

[Virgil]

Scope:  Receive and reply to customer requests via e-mail or ticket

Accomplishments:  

1.  Receive e-mail from customer to GMAIL and Ticketing System

2. respond to customer via ticketing system and have customer receive notice. 

3.  Conducts back and forth conversation via ticket and customer e-mail

Issues faced:

1.  Customer e-mail is seen in Company GMAIL by traveling rep.  Rep replies to customer e-mail request via Company GMAIL.  The customer receives the reply, however this reply then creates a duplicate ticket in the system with subject RE:xxxxxxxxxxx.

The challenge:

How to bridge or link the customers original e-mail and the reps response to the same ticket without the representative needing to physically update the original ticket?

[Fabian Lim]

Hi @Virgil

The agents should not be replying via the company gmail email.  When doing so, the email does not include the ticket ID that was generated by JSM, which in your case causes the behaviour you explained.  

In order to avoid this, you need to tell all your agents to use the JSM queues and use comments to communicate with the customers.  

I hope this helps.

Fabian