- If the ticket is still OPEN (eg., initial req is HCN then the client sent a special request) original ticket owner will still work on the case/request.
- If the ticket is RESOLVED (HCN achieved) and the client sent a special request after several days, original ticket owner should ONLY change the Request type for it to trigger the automation and the agent who received the new ticket should work on the new special request.
- Do not merge the ticket.
Client replied asking for a different request on the same email thread Print
Modified on: Mon, 2 Sep, 2024 at 2:52 PM
Did you find it helpful? Yes No
Send feedbackSorry we couldn't be helpful. Help us improve this article with your feedback.