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Contact receiving email updates but no log of it in message threads or audit

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edited Oct 26, 2018 1:25PM in Agent Desktop 5 comments

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Hi,

I'll try and be as clear as I can :-)

We have rules to send a reminder email to a customer every 7 days if it has a particular status (pending information). Image attached - ignore the names, it is indeed every 7 days and not every 5 days as some of the names suggest.

The first rule clears the escalation if the status changes so it should reset, meaning if it was set back to pending information, it would start counting from scratch.

99% of people - this works fine.

However, some people continue to receive emails even after the incident has been resolved. I have attached another image to show the emails the person has been getting.

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