Example: Trigger is "When an object is created" and Pipeline is any of "X" (Whatever you want). Later when you do "Send Internal Email Notification" it tracks/associates that email to the ticket. If I were to look at that ticket, I would see that Internal Email Notification in the activities. Why this is important is, when you send Internal Email Notifications, and then people see them in their Email and "Reply" to them, it is not associated with the ticket, so none of that is tracked against the ticket. It gets worse, because if they are replying to that email, and then copying/to:/cc: a contact, when the contact replies, it creates a new duplicate ticket (and the merge tickets loses so much information). The fix is, to be able to associate the Internal email to the triggering object (e.g. ticket), so that any replies to that internal email get tracked against the object.
... Afficher plus