CRM On Demand - Administration (MOSC)

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Disable emails in CRM Helpdesk

in CRM On Demand - Administration (MOSC) 3 commentsAnswered

Hello Oracle Community,

Can you help with CRM-Helpdesk?

  1. Option to Disable Closure Email to Customer
    It would be helpful if agents had the ability to disable or suppress the automatic closure email sent to customers when a ticket is resolved. This would be useful in cases where follow-up is handled through other channels or when the closure communication is not necessary.
  2. Ability to Change Contact Method After Ticket Creation
    Currently, once a ticket is created, the contact method (e.g., email, phone) is locked. It would be beneficial if agents could update the contact method post-creation to better align with customer preferences or evolving communication needs.

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