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Adding to an open case
Hello all,
This is a long shot so please forgive the possible ambiguity of my question.
I am wondering how relatively complicated it would be to add an append message button to a customer support case template. In other words, when a customer logs into our customer support portal and views an open ticket, they will see their message(s) under the section, Interactions. However, the only way a customer can append messages to the ticket is through an email reply; that is rather inconvenient for our customers.
If it is possible to generically describe how to edit this? I would like to know I can edit the case template in order to add a button that would allow additional details to be added to a case.
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