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Status Not under consideration
Workspace OMS - Call Center
Created by Guest
Created on Mar 20, 2019

SalesForce Case TS******* email notification to have Client Name in the Email Subject

Email notification from SalesForce only have ticket ref and initial comment in Email Subject. It would be very helpful to see from an email subject (or even content) which client/customer the ticket has been opened by / updated by. At the moment we have to go into the actual ticket on SF to see which customer the ticket is for. This is very time consuming when dealing with many tickets during the day, for many different clients,

What is your industry? Retail
How will this idea be used?

This will speed up response to client SF tickets, and improve visibility of issues being progressed.

  • Guest
    Dec 10, 2020

    Thank you for your valuable inputs. The issue mentioned in this request seems to be related to the IBM Support Tool and does not seem specific to the IBM Sterling Call Center Application. Please log this request at the IBM Support Portal.

  • Guest
    Aug 25, 2020

    Yes - Adding content on the case email will help a lot. Several team members raising PMR and its hard to remember the case number . If the subject content gets added to case email alert it will be easy to verify