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Help Desk Communication Should Include a Link Back to the Ticket

edited Nov 21, 2023 7:08PM in Help Desk


When an agent/Primary Point of Contact responds to a ticket using the email channel, it should automatically include a link back to the ticket.

We can use the SmartText and manually add the ticket number, but this should be a built in feature.

If the SmartText is not used, there is no identifying marker to denote which ticket is being referenced.

As an aside, can we have a tag created specifically for Help Desk module - it would be so helpful to the Oracle Community

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