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• 5.19 • 5.3 • 5.8

Cases and Email Tutorials

The Cases and Email section's tutorials explain how to use Agent Desktop to process customer requests made via email, as well as what to do with customer cases. Emails are bundled into cases when multiple email messages from the same contact are related to the same issue.


Accepting Email

Creating Cases



Handling Email

Masking Data


Retrieving Email from Queue

Reviewing Email

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