Hello,
We've been having this strange issue where when we create a ticket on behalf of our customers, sometimes it will not post our reply drafted in the "Response" section and/or email it to them. It does retain details such as help topic, department, user, due date, etc. It will notify the customer that we created a ticket, but it essentially creates a blank ticket and leaves them confused as to the purpose.
Currently we are working around this by creating the ticket and then posting the reply afterwards, but this is an "unnatural" process for my agents and they are complaining heavily.
I'm attaching our collateral verification ticket process since this seems to be where we get the most of these types of issues.
I'm at a loss for where to look to even come close to troubleshooting this issue. Does anyone have any ideas? I'm willing to work through getting more screenshots and explanation, but I was hoping someone somewhere faced a similar issue and had some insight as to where I should look for this problem.
Thanks!