Get Started with Redwood for Oracle Cloud HCM Begin Now
To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Need some clarifications in enabling Redwood Helpdesk
Summary:
Hi Team, we are starting implementation of Redwood helpdesk. However there are few requirements which I am not sure If it is feasible in Redwood heldpesk. Please can someone clarify me.
- Is it possible to configure a telephone channel so that employee can dial that number and create/update the helpdesk ticket through that and even talk to agent?
- If so, how agent can validate the user calling?
- In classic, we have Relationship where agents can merge other SRs, is it possible in Redwood to avoid duplicate helpdesk tickets being created?
- Is it possible to import helpdesk tickets, update contacts, team members etc. ? Dont see import option in UI.
Tagged:
0