5.1.316 - Customer Portal Messages Integration CS Screen

5.1.316 - Customer Portal Messages Integration CS Screen

Version: 5.1
Patch: 316
Title: Customer Portal Messages Integration CS Screen
Application Category: Other
Patch Type: Feature

Description:

This patch adds the following features.
  1. Visibility of messages sent from the Customer Portal on the CS Screen (for CS Staff). 
  2. (Optional) A Messages tab to allow customers to see what messages they have sent to CS.   
    1. This feature is enabled by selecting a view mode in the Portal admin menu : Company->Email->Email View Mode
    2. A future update will allow customers to also view replies and direct messages received from CS... but this is not implemented yet.
  3. 3. Options to determine when emails are sent from the Portal to a support Email address. The options are: 
    1. Send an email for every customer request (Help, Request return, etc). This is the pre-existing and default mode
    2. Send an email only once for each request type (Help, Return, etc) per Customer Order. Additional messages will not result in emails, but any new messages posted by the customer will be visible in OLX on the customer detail screen. 
    3. Send an email only once per customer. The first customer request for a customer will result an in email being sent. After that all subsequent messages will only be visible on the OLX customer detail screen. 
    4. Do not send email. Customer requests do not result in emails being sent, but the messages still appear on the customer detail screen. 
  1. Options B,C, &D may be desirable when emails are sent to a ticket system, and new tickets should not be created for every post from a customer.
  2. With options B & C, the ticket may be created once and then subsequent messages can be viewed by CS agent within OLX. 


Articles:

  1. Customer Detail Page
  2. Admin - Company - Email