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

Disable customer messages going back to existing incident

Received Response
28
Views
2
Comments
edited Jun 8, 2022 8:55AM in Agent Desktop 2 comments

Content

We have transactional surveys being sent out for each incidents based on certain fields condition.  If the customer reply from to the survey invitation, the customer message is added to the incident.

How do I disable/prevent the message from getting saved back into the incident?  I know I can disable/prevent incidents from getting created, but am having trouble preventing messages from getting saved back to existing incident.

Howdy, Stranger!

Log In

To view full details, sign in.

Register

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