Sending an Email Message from a Ticket

You can send an email message to a customer or another Infor CRM user while adding a new ticket or from the Ticket Detail view. The email 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 Email 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 (Email Details).
In the Send Ticket Email dialog box, under To, click one or more of the recipient options.

Under Type of Email, 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 email message. No other ticket information is included in the message.

Note: Internal Comments are only available to other Infor CRM users. If one of the email recipients is a contact, the Internal Comments are not included in the email.

Click OK.
To send the email, perform one of these actions:
- Click Send. The message is not recorded in history.
- If using Microsoft Outlook, click Send to CRM. If you attached a file and want to save it as an attachment, Click Yes to save the attached file as an attachment, when prompted. The email message is recorded to history, and the file is displayed on the Attachments tab.