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How to update the SR record when a customer replies to an email or update on DCS

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edited Jul 22, 2020 5:14PM in B2B Service 3 comments

Summary

How to update the SR record when a customer replies to an email or update on DCS

Content

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.

Thanks, Blake

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