.Service Desk - Email Thread v2019.2

Email Thread

The Email Thread tab provides Users with a history of email correspondences between the Requestor and the User's organization. Clicking the 'New Message' button  opens the 'Add New Message' form. From here, the User can craft an email and select a recipient.

The 'Reply to Message' function allows the User – typically the Service Rep – to answer the Requestor's correspondence directly from the User organization's Service Desk. To do so, highlight the Requestor's email item in the Grid and click the 'Reply to Message' button  located immediately above the 'Email Thread' Grid. The 'Manage Reply to Inquiry' form opens and can be filled out from there to reply to selected email.

The emails in the the Email Thread have an enhanced visual state to them. If the User clicks on the Subgrid Expander  icon, they are able to get a preview pane of the email including the email header. The User can collapse the same preview pane with the sub-grid collapse  icon in the Grid.

Clicking on the expand icon makes the preview pane open so the User can review the text of the Email.

This new User-friendly display brings the Email Thread preview pane into a familiar display style that mimics other email software. Additionally, any emails created or replied to through the Service Desk automatically includes the SD item number in the Subject: line of the email. In the above example, this number is SO201709824. Using the SD number in the Email Thread assists PCR-360 in identifying the SD item's Email Thread. This allows a given email to be appended when Users respond to sent emails with a Reply: or Reply All: in their email.