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Is it possible to see if a customer has received / opened a reply to an incident?

edited Mar 3, 2017 1:31PM in Reporting & Analytics for B2C Service 5 comments

Content

We have noticed an increase in customers who say they have not received a reply to their question, even though a reply has been sent.

We advise to check spam/junk folders but they still say they have not received anything.

Is it possible to see if a customer has received / opened a reply to an incident?

Thanks

Tim

 

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