We commonly cc in members of our team from other departments to get their input to fix tricky customer service issues.
This works well when the person we email is a light user and so their comments on the ticket are internal.
However the situation below is occurring and could have very damaging consequences:
1. cust A emails
2. agent B reads email and needs help from sales
3. agent B cc's in member of sales team who is a light agent C
4. sales C need help from another department and forward the email to operations D, who are not a light agent, but on the same domain name as the rest of the team
5. operations D reply to the email and include the customer service support address which means the customer can now see the reply as D is not a light agent.
I want to know if I can make all emails from my companies domain eg @mycompany.com automatically light agents as a way to fix this. Of course we could do this automatically but as the company expands this is a very manual process and subject to error.
OR is there another way around this?
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