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Viewpoint case email include client's request and atatchement, not just a case number

Currently when we submit a case, I only receive a case number and a title from Viewpoint reply email. We normally will upload attachment and put detail descriptions when submitting a case. However, all of these details are not copied to the email case. Sometimes if we submitted a few cases or viewpoint replies late, we cannot remember what details we originally have.

Since Jobpac stops email submit new cases, it will be great when Jobpac/Viewpoint generates the case number and email reply to the client, please attached the original attachments and description in the email so that we do not need to go back to online viewpoint to search the case number and refresh the original request.

  • Guest
  • Jun 27 2022
  • Not Applicable
System Administration
Company LORDS PROPERTY GROUP PTY LTD
Job Title / Role FINANCE MANAGER
I need it... Yesterday...Come on already
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  • Admin
    Andrew Tucker commented
    June 28, 2022 06:26

    Thanks Jade, I will again pass your information on to support, but I also
    recommend you reach out to your account manager and maybe line up a meeting
    with the support manager to discuss your support suggestions. We will keep
    this forum centred on product improvement suggestions for now.
    thanks v much for your input though
    cheers
    Andrew

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  • Guest commented
    June 28, 2022 00:41

    Hi Andrew,
    Thanks for your prompt reply.
    The case submit is too time consuming as we need to login to VIEWPOINT.
    However, actually all correspondence are by emails so I don't understand why you close the email submit case.
    Anyway, if you close the email submit case function, please make sure the viewpoint case submit attaches all detail request so that your clients know what the case was about even after some time you responded.

    Kind Regards,
    Jade Chen
    Finance Manager

    [cid:image001.jpg@01D88ADA.D7397440]

    E: jade.chen@lordsgroup.com.au

    P: +61 2 9191 0622
    M: 0430 443 960
    W: lordsgroup.com.au
    A: Level 7, 80 George St,
    Parramatta NSW, 2150

    Follow us:
    [cid:image003.jpg@01D88ADA.D7397440][cid:image004.jpg@01D88ADA.D7397440][cid:image005.jpg@01D88ADA.D7397440]

    PRIVATE AND CONFIDENTIAL: This email and any files transmitted with it are intended solely for the use of the addressee(s) and may contain information that is confidential or subject to legal privilege. Please note that any copying, distribution or use of this email is prohibited if you are not the addressee (or responsible for delivery of the email to the addressee). If you receive this email and you are not the addressee please disregard the contents of the email, delete the email and notify the sender immediately. Lords Group makes no warranty regarding the presence of data errors, defects or computer viruses etc. Thank you.

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  • Admin
    Andrew Tucker commented
    June 28, 2022 00:00

    Hi Jade,
    Thanks for your suggestions of late. For this one I will pass the
    suggestion on to our Support team, but I will close the suggestion in here
    as it is not product related. We use the Salesforce product for our support
    desk so it will be largely dependent on the capabilities of that Support
    product what we can do here. Nevertheless I will pass on to our Support
    Director.
    cheers
    Andrew

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