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MattDunn
Advisor

BEYOND "New Catter post"

I wonder if anyone can correct my confusion and annoyance with the way TAC often reply to SR's?  Maybe I'm missing something?

I frequently get updates on SR's that come in the form of a "New Chatter post for SR #6-xxxxxxx"

These are sent from a Do Not Reply address.  Useful 👍

They also contain a "link to case" at the bottom, which takes you to Salesforce, which us mere mortals can't log in to.  Useful 👍

So in order to write a quick reply to a case, I can't just hit reply to the email...  Instead I have to log into the website and reply from there.  First world problems, I know....  but it's a really inconvenient pain in the rear end.

Why do CP send case updates in this way?  Why not ditch this "chatter" feature and always send case updates from an email we can hit Reply to?  

chatter.PNG

7 Replies
G_W_Albrecht
Legend
Legend

I have the same issues, but even more trouble: These Chatter posts do not have the corresponding subject line from the CP Ticket as email updates do, and so will not be added to the correct ticket in our ticketing system but a new ticket is created with every Chatter post instead. I am very glad that only a few people use this feature 😟 but better to eliminate it completely !

For a short time, i was able in UC to reply to a CP post directly using the pop up menu, creating a post UNDER the replied post. This is rather messy as it does not follow date and time as new posts do. I assume this has been removed on client side but CP internally still has this option available...

MattDunn
Advisor

Yeah, it is a job sometimes trying to follow updates through a ticket thread.  Different "methods" of replying seem to put replies in different places in the ticket thread.  It seems confusing...  room for more improvement and consistency I think 🙈

0 Kudos
G_W_Albrecht
Legend
Legend

@PhoneBoy , can you please point this out to someone of the beyond team ? My contacts are too old to try that myself 😎

0 Kudos
Wolfgang
Leader
Leader

@G_W_Albrecht 

I'm always adding the "Customer Reference Number" with our internal number from our internal ticket system.

Messages send with "new chatter post....." has this number added to the mail message subject line. This will be catched by our ticket system.

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G_W_Albrecht
Legend
Legend

Our customer reference number has the format [isag#: 102769292822] - this can not be added to the Customer Reference Number, but only to the title/subject line.

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MattDunn
Advisor

It's more the fact that I can't just quickly hit "Reply" to the email...  it forces me to log in via the website so it takes sooo much longer to send a reply.  I know it might sound trivial but when you're really busy, clicking reply to an email is so much quicker than having to log to the site and find the SR, etc...  My point is that I don't understand the point of the "Chatter" posts when they could send from an email you can reply to instead.

0 Kudos
PhoneBoy
Admin
Admin

@Ricky_Nissanov can you comment on this?

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