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Options for Forwarding to staff outside OSC

Accepted answer
edited Aug 17, 2018 3:03AM in Agent Desktop 2 comments


Hi everyone, I know this has been discussed before, just want to know what is the current best solution


Like any large organisations, we have many staff not on OSC who we need to ask for answers/advice to resolve certain incidents. Let's call them subject matter experts and they just use outlook. It is not practical to get all of these staff on OSC


Two current options are CC them in, so the customer gets a reply and when these subject matter experts reply, the customer gets this additional reply and the incident is updated. Nice and clean but it's not always appropriate to include the customer in the internal back and forth. Often we want to source an answer from another staff/internal area, then advise the customer of the answer when it's all consolidated.

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