ToddAschenbrenn
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Email not going to customer on first response
We have our system set up where users send an email an a issue is created in GoTo Assist. We add a response to the issue but sometimes the users doesn't get it via email. We add a user to the watchlist during the first response and they also don't get it. We then add a second response and the user gets it. We have do multiple tests and we see this issue happen over and over. When the email is received by GTA the sender is the customer in the incident. The customer box during the response, the watchlist is checked during the response and the Hide from customer box is not checked. What is the reason the customer is getting a notification on the second response but not the first?1.4KViews0likes3CommentsRe: How to notify customers when an agent reply to their incident?
We have GoToAssist set up to create incidents when users send emails to a particular email address. The incident will have the customer of the person that sent the email and the watchlist will include everyone that was on the email. When we add comments and check the watchlist, an email is sent to the customer and all the users in the watchlist. However if someone replies to that email, we only get an update in the incident. We would like everyone to get the reply from the one user. Is this possible to do? Thanks.1.8KViews0likes0Comments