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Can tasks be external facing and updated from portal or email?

Received Response
edited Jun 8, 2022 10:28AM in Agent Desktop 1 comment


Hello All,

Our agents sometimes need to reach out to individuals for more information in order to process a cases. They need to create multiple tasks and assign them to multiple users, as well as to track how long a task was open. Most of it can be achieved using the tasks. The only concerns are that assigned to parties are not always analysts in the tool and there is no thread control to manage the communication related to task.

There is an option to forward the task but it is not clear how the response would be processed back. The from address is the agent's email who forwarded that task. The notes tab on tasks workspace has channel option and also the task rule base has a condition Tasks.updated from leading me to think that it is possible to updated a task from email or a portal page and capture it via rules. But I couldn't find anything about it in documentation.

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