Request Conversations

All the mail transactions between the support rep handling the request and the contact can be viewed as Conversations in the request details page. The conversation are thread in ascending order of time as and when a reply is received for the request.

 

 

Representation of Icons in the Conversation block.

• - reply sent by the support rep to the contact

• - response sent by the contact

• - file is attached in the conversation thread

• - Conversations between the support reps. These are private conversations and cannot be viewed by the contact.

• - Conversation between the support rep and the contact. These are public conversation and can be viewed by the contact.

• - note added to the request

• - quoted text

• - view history of conversations

• - split as new request

• - delete conversation

• - edit note

• - delete note

 

You have an option to view All Conversations, Notes, or conversations along with System Generated Replies. The conversation thread between the support rep and contact are public conversations whereas the conversation thread between two support reps fall under private conversation. By default upto three conversations can be viewed in the list. If the conversation thread is more than five, then except the last three conversations, all the previous conversations will be displayed in a folded style. Clicking on the 'Previous conversations' link unfolds all conversations. This enables the support reps to easily navigate through the conversations. You can also click on quoted text icon to view or hide the quoted contents.

 

NOTE: The conversations list view count can be increased by changing the GlobalConfig table entry. For example, if you would like to view upto ten conversations in the list, change the number of count to be displayed in the GlobalConfig table. For more information on the GlobalConfig query, send a mail to our support team supportcenterplus-support@manageengine.com.

 

The actions such as reply, forward, mark as private and so on can be performed from the Actions drop down provided at the top of each conversation. If the conversation has any attachments, then the Attachments link will be displayed at the top of the conversation. Clicking on the Attachments link takes you to view the attachments.

 

 

 

The Notes added to the conversations can be viewed by clicking on the Notes link. You also have options to edit and delete the notes.

The system generated replies can be viewed by selecting the Show System generated replies check box.

 

 

Making a Public conversation as Private

 

Public Conversations by default are conversations between the support rep and the contact, and can be viewed under All Conversations

 

You also have an option to make the public conversations as private,

1. Click the conversation which you would like to make it as private.

2. Click on the Actions drop down.

3. Select Mark as Private option.

4. The conversation is made private and is indicated with the Private icon .

 

Making a Private conversation as Public

 

If the support rep is unable to resolve a request and requires further assistance, then the support rep has an option to forward the request to other support reps. By default, the forward sent by the support rep are made private in the conversation thread. Hence the conversation thread between the support reps cannot be viewed by the contact.

 

If the conversation thread between the support reps involve a solution to the request then you have an option to mark a private conversation as public. To make the conversation as public, select Mark as Public option from the Actions drop down. The conversation is made Public and is indicated with the icon .

 

 

Split As New Request

 

The conversation thread from the contact can be split into a new request. To split a conversation into a new request,

1. Click the All Conversations link. Click on the contact conversation thread .

2. Click the Actions drop down and select Split as New Request option. The request is split as a new request with consecutive request id.

 

Edit Note

 

You can edit a specific note added to the request. To edit a note,

1. Click the Notes link. Click on the note icon which you would like to edit.

2. Hover over the note to edit. Click the edit icon . This opens the note in the text box as shown below.

3. Edit the note as required.

4. Click Update.

 

Delete Note

 

You can edit a specific note added to the request. To edit a note,

1. Click the Notes link. Click on the note icon which you would like to delete.

2. Hover over the note to delete. Click the delete icon . A confirmation dialog box appears.

3. Click OK to proceed. The note is deleted from the conversation thread.

 

Delete a Conversation

 

You can delete a specific conversation from the contact. To delete a conversation

1. Click the All Conversations link. Click on the contact conversation thread .

2. Click the Actions drop down and select Delete option. A confirmation dialog box appears.  

3. Click Ok to proceed. The conversation is removed from the conversation thread.

You also have an option to View the Child Request History by selecting the View History option from the Actions drop down.