We'd love to hear from you! Provide  feedback  to earn a badge today. Take our quick survey
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

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

Received Response
10
Views
1
Comments
edited Sep 20, 2016 8:24PM in General Functional Discussions 1 comment

Content

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.

Howdy, Stranger!

Log In

To view full details, sign in.

Register

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