Sending an E-mail Message from a Ticket
You can send an e-mail message to a customer or another Infor CRM user while adding a new ticket or from the Ticket Detail view. The e-mail can provide ticket information; to inform others including the customer that you opened the ticket, or to ask questions to help resolve the issue.
To send an e-mail message from a ticket
- On the Navigation Bar, click Tickets.
- On the Tickets List view, use the Lookup to find the ticket, and open the detail view for the ticket.
- On the Ticket Detail view, on the toolbar, click
the E-mail Details
button. - In the Send Ticket E-mail dialog box, under To, click one or more of the recipient options.
- Under
Type of E-mail,
select one of the types of information to send. The options are:
Option Action Ticket Information Message includes the Received Date, Description, Resolution (if available), any Internal Comments, and Ticket ID. None The ticket ID populates the subject line of the e-mail message. No other ticket information is included in the message. 
Internal Comments are only available to other Infor CRM users. If one of the e-mail recipients is a contact, then Internal Comments will not be included in the e-mail.
- Click OK.
- Send your e-mail by doing one of the following:
- Click the Send button. The message will not be recorded to history.
- If using Microsoft Outlook, click the Send to CRM button. If you attached a file and want to save it as an attachment, click Yes at the prompt. The e-mail message is recorded to history, and the file appears on the Attachments tab.
