Email piping – Agent replies

  • Resolved willowcreekcommunity

    (@willowcreekcommunity)


    6 years, 4 months ago

    I see from the description and these threads that WSDesk supports email piping to allow customers/requestors to reply to a ticket by email. Can agents and supervisors also reply by email? I have tried it and it doesn’t seem to work and I can’t find anything in the documentation that indicates how to configure this feature.

    Thanks!

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  • Hi,

    Please note that the agents/supervisors are supposed to reply to the customers through WSDesk. If an agent replies to the customers through email, it will become a normal email conversation. So currently, agents and supervisors cannot reply through email.

    Hope this answers your query.

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