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Case Management - Email Conversation Signatures

in Help Desk 5 comments

Summary:

Hello Community,

A couple of questions around functionality available for Case Management when it comes to Conversations through an email channel.

Per our clients requirements, I've setup a specific email channel for case management and have the outbound profile set to Dev4.hrhelpdesk@<client>.com.au. This works fine.

What I want to understand is the following:

  • HR Help Desk has the ability to enable a common signature for all outbound email communications from Agents. This is setup, however doesn't look to be functionally compatible for Case Management? Is there a way to fulfill this requirement.

  • HR Help Desk has the ability to hide the message identification number in response emails, this doesn't look to be compatible with Case Management. Should it be? How can we hide it?
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