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User Manual CIE 1.0 WebClient
Privilege
Reply as agent
Who configures privileges?
Normally your system administrator will set up your privileges. Privileges are
set in the Configuration module.
Tracking messages
By issuing so-called ticket IDs you can track the events associated with a
message.
What is a ticket ID?
When a new message arrives in a topic, a number (the ticket-ID) can be
automatically assigned to it. Ticket-IDs are used to logically connect several
customer requests and queries relating to the same transaction.
The ticket-ID is written to the following fields.
•
Subject of email (as additional string)
•
Additional attributes of email (as string)
•
Tag CCK_TicketID (as string)
Who sets up ticket IDs?
Your system administrator normally sets the Automatically issue ticket IDs
option for the topics using the Configuration application.
How can you view a ticket ID?
To view the ticket ID look in the Properties of a message.
Meaning
With this privilege, an agent can choose
whether to reply as a topic or an agent.
The corresponding email address is then
used as the sender.
Operation • 79
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