I’ve been looking around the site, forums and manuals and trying to figure out a way to do a particular thing.
What we’re looking to do is find a way to easily pass case information and procedures from a case onto support personnel once the case is marked problem solved or ‘closed’.
The basic idea we have is:
When we solve a problem for a customer, we’ve created a template where we fill in certain information and that will become the last note on the case.
Then the person doing the case marks it ‘Problem Solved’.
This is where we’d like to be able to send out an email to all support personnel (the easy part), but containing the last note in the case (hard part).
I’ve played around with automation a bit, with Table of Results and such but think it would be much easier to just hit the ‘down’ button in an email client and see the next entire case summary.
Any recommendations on the idea of information sharing between support staff, or how to go about what our idea is would be greatly appreciated.