Reply to Contact

You can reply to contacts using the Reply or Reply All link.

To send a reply, do the following:

1. Open a request from the Request Home page.
2. In the [Request] page, click Reply or Reply All link.The Mail section appears.
3. In the Mail section, the From, To and CC fields are automatically filled if you reply to an incoming e-mail. The From and CC Fields in this case are the same e-mail address. However, if you reply to a request that is manually created, then these fields should be manually filled.
4. You can also deliver a message to multiple recipients with their email addresses hidden to all others. Simply click Add Bcc and add an e-mail address in Bcc field.
5. Select the Template for the email response or you can create your own email response.
6. Click Save Draft, Send or Send & Close.

Forward Request

If a request with more queries has one query related to another department, then the support rep can forward their assigned request to the concerned department. When the department responds with a solution, the support rep can reply to the customer along with the solutions related to other queries.

To forward a request, do the following:

1. Open a request from the Request Home page.
2. In the [Request] page, click Forward link. The Mail section appears.
3. In the Mail section, the From address is already prefilled if you reply to an incoming request. If you reply to a request created by you then this field should be manually field.
4. Specify the customer email address in the To field.
5. Click Add CC and fill in the e-mail address if required.
6. Click Add Bcc and fill in the e-mail address if required.
7. Compose the mail.
8. Click Save draft, Send or Send & Close.