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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.

Articles

Accepting Email

• How to Accept an Email

Creating Cases

• How to Create New Cases

Follow-ups

• How to Use Pinned Cases to Send a Follow-up Outbound Email
• How to Use Cases to Send a Follow-up Outbound Email

Fonts

• How to Change Default Email Font

Handling Email

• Filtering Case History Content
• How to Close an Email without Replying
• How to Change an Assigned Email Service
• How to Compose a Reply
• How to Transfer an Email
• How to Forward an Email
• How to Send a New Outbound Email
• How to Save an Email as a Draft
• How to InsertImages into Email
• How to Insert Hyperlinks into Email
• How to Download an Email as an EML File

Masking Data

• How to Remove Sensitive Data from Emails

Print

• How to Print an Email

Retrieving Email from Queue

• How to Retrieve an Email from the Team Queue
• How to Retrieve an Email from Personal Queue

Reviewing Email

• How to Review an Incoming Email< Previous | Next >