Forum Discussion

Ssardo's avatar
Ssardo
Contributor
14 years ago

Support Manager - When a mail is sent to the customer?

Hi.

Which are the rules, in Alm Complete new Support manager feature, to send customer the updates about the ticket she/he has opened thru "support Ticket" page?

I mean: have we to change "defect" status? or is just the change of a field enough to trigger the "send" of the mail to the customer?

Or have the support team to choose (from menu' or from a button) when update the Customer?

Thanks in advance


  • barbarae's avatar
    barbarae
    Staff
    14 years ago
    Hi Sergio,

    There is nothing on the Defect that will trigger an email to the customer, unless you click on the Send Email icon.

    When your support team receives the original email when the ticket is submitted, there are links within that email to use to respond to the issue. And when your customer receives the response, there are links in that email to allow them to reply back.

    Everything can be done through the links within the emails.  You don't even have to log in to ALMComplete if you don't need to - so you're not consuming a license.

    Hope that helps!
  • barbarae's avatar
    barbarae
    Staff
    14 years ago
    Hi Sergio,

    I think I mislead with the statement about the Send Email icon on a Defect. This will of course trigger an email to whoever you want, but it's not the same as the emails generated through the Support Manager.

    You'll want your customers to use the links within the Support Manager emails, not the Send Email icon on a Defect. The Send Email icon serves a different purpose and does not contain the Customer links that you want.

    The Support Manager emails includes links for your customer to use to review the tickets.

    The Send Email process is meant to be more internal, where you can include all details and a quick link into ALMComplete directly to that defect - so it's for your team members, not the customers.



    Thanks!