Helpdesk emails to customers w/worker email info
Created: 06 Avr. 2010 | Updated: 25 Mai 2010 | 4 comments
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When a worker emails a customer from our account a solution the user gets the email from the worker. We would like this to be the service desk default email instead. We are an educational facility and a lot of incidents are sent in and once a customer gets a specific worker email they start to send the requests to the individual worker instead of our default and since our workers rotate through being on the call center desk and may be assigned to another campus or project we don't want customers requests being ignored for several weeks because they contacted a worker directly.
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I am not up to date on the latest altiris release but it sounds like you want to setup your helpdesk email account as a shared account in outlook and give everyone access to it. You should then be able to set it up so when helpdesk agents click reply to any email it uses the shared account to send it and not their own.
We have a shared account but when each worker logs in and launches the helpdesk product they use there own credentials which in turn sends the customer email from the worker who is logged in not our default address. We do use outlook for mail but if Bob.Brown logs in and replys to a customer the email comes from Bob.Brown@tctc.edu not Helpdesk@tctc.edu I'm sure ther is a switch somewhere to fix this but I have not found it yet.
If I understand correctly, you want certain e-mail templates (such as Incident received, Incident resolved) to come from your general account, not your worker accounts. The e-mails being sent are sent by Notify Rules. Or, the e-mails being sent are sent to the user when the worker clicks the e-mail button from within a ticket and chooses to send a message ("Send an e-mail when this incident is saved"). To solve this, you will need to modify the From: and From address: fields in your e-mail templates.
If you click Admin > E-mail Templates > List E-mail Templates, you'll see all e-mail templates in use. Double-click the one you wish to modify. (If you're not sure which template you're using, check your Notify Rule or check what the worker is using when using the e-mail button in the incident.)
Click the Edit pencil once you've selected the Template you want to modify, then edit the From: field and From address: field to reflect the appropriate data. For example, From: Helpdesk and From address: helpdesk@domain.com. When finished, click OK.
For reference, if the customer is seeing a Worker name and Worker e-mail, you are probably using MODIFIED_BY_WORKER(worker_full_name) as the From: and MODIFIED_BY_WORKER(worker_email) as the From address:
If you modify the e-mail template, does this solve your problem?
Mike Clemson, Senior Systems Engineer, ASC
Intuitive Technology Group -- Symantec Platinum Partner
intuitivetech.com
Worked like a charm! Thanks for your help
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