Hello,
I was wondering if Acumatica had an email response time tracking feature where we could pull data on how quickly customer service reps our emailing clients. The system it would tie into is outlook. Does anyone know if Acumatica has a feature like this?
Best answer by jhalling52
Hi
Are you using Case Management in Acumatica? A case will track when it was reported and when the first response (email) was sent out. You could build a formula in the GI to show the difference between the two fields to show how long the email took.
You can setup a system email within Acumatica tied to Outlook. This email can create new case for incoming emails and users can respond through the case.
Here’s a link to Acumatica’s documentation on Case Management: Cases: General Information
Hi
Are you using Case Management in Acumatica? A case will track when it was reported and when the first response (email) was sent out. You could build a formula in the GI to show the difference between the two fields to show how long the email took.
You can setup a system email within Acumatica tied to Outlook. This email can create new case for incoming emails and users can respond through the case.
Here’s a link to Acumatica’s documentation on Case Management: Cases: General Information
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