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Old 02-10-2016, 07:51 AM
edlau edlau is offline
Join Date: Oct 2011
Posts: 9
edlau has 10 reputation points


Using your comparison to a voice session (conversation ended), an email interaction (and specially under the same ticket ID), has many invidual emails going back and forth, until the inquiry is really attended.

So, it is not clear why it is necessary to Complete each unique email interaction to continue receiving more emails in the agent's tray that are under the same ticket ID, when the email "conversation" has not truly ended or being COMPLETED.

I think that this use mode causes confussion about the Completed State.

Please let me know if this is the regular behavior or another use mode should be used to differentiate between terminating an individual email interaction, or finishing all emails related under the same ticket ID.
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