How to update the SR record when a customer replies to an email or update on DCS
SummaryHow to update the SR record when a customer replies to an email or update on DCS
There is not an out of the box way for an SR field or status to get updated when a customer updates an SR via an email reply or DCS. How have other customers handled this? Is it through a workflow that updates a custom field that can be used to notify an agent or through the UI? We have only used custom fields to date.