You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register
Get Started with Redwood for Oracle Cloud HCM   Begin Now

Nexgen Helpdesk : Helpdesk Agent initiating "Start internal conversation" via email

in Help Desk 3 comments

Hi All,

I tried to login as agent and initiated "Start internal conversation" and choose the channel as email. I selected an SME , who is not identified as agent and sent an email with from address as " supportHR@company.com" and the to " Testsme@company.com".

Observation : When the Test SME responded to the email, its creating a new SR instead of updating the existing SR.

I would like to know if its possible to have internal conversation with SME( who is not an agent) via email and if it will get updated with existing SR.

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!