Hornbill Blog

Sending Emails from within an Incident Record

Service Manager includes an option to send emails directly from within an Incident Form.

Communication between customers and team members is key for quick responses and easy distribution of information. On each Incident record, emails can be created and sent to one or more recipients including CC and BCC options.

Attachments can be added either from your local file system or you can include files which have already been associated with the incident.

An added value to sending email from the incident record is the timeline which provides an audit trail of all email communications. Visibility options allow you to determine if the email entry in the timeline is visible to the customer via Service Portal or if it is only visible to your team.

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