Who am I replying to? (a little confused)

[mopa]

I have just started using eSupport a couple of days ago and now I get some doubts on some specific scenarios:

Lets say that I am STAFF and in this scenario there is a customer A and a customer B.

I know this is not a smart solution but never the less some of our customers are doing like the below describtion:

1st Scenario:
customer A writes an email to customer B to ask for some help -> Customer B then reply customer A and adds the STAFF as CC = We get a ticket.

If STAFF press reply then we actually send a reply to customer B as I understand it. But the real customer with the question was customer A.

So instead the STAFF forwards the ticket to customer A so the real customer will get the answer.

2nd scenario:
Now let's say that Customer A replies back directly to STAFF but on the same ticket...

If the STAFF replies now - then who will get the answer - Customer A or B?


Unless I have missed something - It would be nice to see very clearly who you are replying to and who is CC when replying a ticket.

[PeteV]

scenario 1: Customer B sent the first Mail to Support, to that they will be the User and therefore receive replies. However, perhaps depending on how eSupport is set-up, customer B should appear in the CC recipient list, and receive a copy of the replies too (but you can remove customer B from the CC list). In Edit Ticket, you can modify the name and e-mail address of the User (right below the Ticket Subject), and switch customer A with customer B (and placing customer B in the CC recipient list perhaps).

scenario 2: same here; customer B initiated the Ticket afterall. I suspect that with some setting, eSupport may be able to realize that customer B is only on the CC list, and ignore that Mail; I'm not sure though.

Actually, generally speaking, eSupport handles this who-is-who remarkably well.

Hope that this help at all.