Auto default employee email ID in Employee service ticket

[Former Member]

Hi,

We have one requirement where we need to auto default the employee email ID in employee service ticket. In the overview tab when user clicks on

"Compose new email" then It should default the employee email ID in "TO".

Can anyone please advice how can I achieve this?

Regards

Nitin

[Former Member · Accepted solution]

Hi Nitin,

That's already standard functionality.  For Employee Support tickets (based on ticket type), if there is an Employee on the ticket, and the Employee has an email address, "Compose New Email" will automatically default the TO to the employee's email.

Note that you may need to adapt the ticket UI to hide the Customer panel and show the Employee panel.  Also make sure that the Ticket Type you are using is mapped to Employee Support (in fine tuning).

Kind regards,

Gab

[Former Member · Accepted solution]

Hi Gabriele,

Thank you so much!! It works.

Could you please advice on my another 2 threads:

Regards

Nitin