You see that the reply option doesn’t update the customer directly, when the ticket is created form portal.
Ticket 123 (where 123 is the ID of the ticket) is created from portal.
Reproducing the Issue
- Go to Service work center
- Go to Tickets view
- Open ticket 123
- Navigate to facet Interactions
- Select Reply
You see that the reply is stored as a text but is not sent to the customer.
Ticket created with source code as internet, means that it is submitted out from e-commerce source or a customer portal.
Based on the source of ticket, the default reply option is set accordingly to portal.
When any reply is sent via portal, the text is stored in SAP Hybris Cloud for Customer and the same is updated in the portal. To send the email reply, user need to select the option from the Add menu button and can use E-Mail Option
This is the standard behavior.
portal, reply, ticket, service request , KBA , interactions , ecommerce , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SRP-INT , Ticket Interactions , How To