When using the <Correspondence History> tag in a correspondence, it includes the original e-mail that was used to create the ticket at the top. Since most of our ticket generation and correspondance is via e-mail, putting the original e-mail at the top and bottom of what the <Correspondence History> tag includes is redundant and causes confusion when we send out followup e-mails since most people don't read beyond their original e-mail. It also makes things difficult when we reference a previous correspondance. If we wanted to include the Description, the <Issue description> tag already facilitates that need.
Here's an example of an e-mail that a customer might recieve from us where we're attempting to reference a previous correspondance we sent out:
From: ticketsystem@example.com
Sent: Thursday, August 14, 2008 16:00
To: Chad
Subject: RE: Ticket# 87MB262AA4
Dear Chad,
Is this still an issue? If so, please reply to our previous correspondance and answer the questions for more information.
Thank you,
Jon Smith
Tech Support
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Date Created: 8/13/2008 10:15:19 AM
By: System
Entry: Correspondence Received From chad@example.com - zOMG!!!!
Halp! The website is down!!!! Could you just reboot the server? That's what you did the last time I think
Date Created: 8/13/2008 10:20:53 AM
By: Jon Smith
Entry: Correspondence Sent - RE: Ticket# 87MB262AA4
Dear Chad,
We checked the website and it's up. It not really a good idea to reboot the server if it's actually working. Have you tried to reboot your computer? If so, how many times did you reboot it?
Thank you,
Jon Smith
Tech Support
-------------------------------
Date Created: 8/13/2008 10:15:19 AM
By: System
Entry: Correspondence Received From chad@example.com - zOMG!!!!
Halp! The website is down!!!! Could you just reboot the server? That's what you did the last time I think