Handle question threads with multipe email senders
Having a single sender part of the criteria for linking email replies to questions is good for B2C support where the vendor is dealing with a singe contact at the customer. However, in any B2B model there may be multiple individuals on the customer's side that may reply to the question.
Currently any of the additional people's replies go into separate questions because of the sender address. This creates significant duplication and makes tracking a conversation very difficult for B2B scenarios.
Option 1) Have a setup option, per account, to allow the "#123" in the subject to be the only necessary criteria to add a reply to the original question's thread and not create a new question, regardless of the sender address.
Option 2) It would be even better to allow multiple email addresses to be on the question, there would still be a primary customer, but it would be ideal to be able to add "additional customers" to questions. This could then allow all of those customers replies with the proper subject to be linked to this question and also to automatically add all the "additional customers" to the CC list on any reply through the system.
Hand-In-Hand with this option should be a "Merge" button for questions that would take all the history from one or more questions, merge them into a single question (either user selected or the lowest ID of the set) and delete the others. It could also add all customers from the merged questions as "additional customers" automatically to the single output question.
Category Support Desk Questions
Author Kelly Birr
Date Created 6/13/2013 10:29:51 AM
Date Updated 6/13/2013 11:29:36 AM
Status New Idea
Kelly Birr 6/13/2013 10:31:20 AM
Apparently I had some typo's in the subject line that my spell checker didn't catch. Can someone with edit capability please correct them.