Settings and maintenance 11.3 update
CRMScript - Trigger for Load request and message
Working with requests and CRMScript, you may want to add a trigger that runs when a request or message is loaded. This ensures all necessary information is in place before it is shown. For example:
- Load Request: Validate request data on load to ensure all required fields are filled in before proceeding.
- Load Message: Load predefined response templates based on the message content to streamline the response process.
Preferences - Global preference to anonymise user on reply
Anonymising a support agent's identifying information is important when handling sensitive data. It protects both the agent and the customer by:
- Preventing accidental or malicious data breaches
- Supporting compliance with privacy regulations
- Reducing the risk of identity theft and fraud
If data is ever compromised, anonymisation ensures it cannot be traced back to a specific individual, thereby safeguarding privacy and maintaining trust.
In Global preferences under Settings and maintenance, you'll find an option to anonymise user on reply in the section for SuperOffice Service system settings. When enabled, the agent's actual name and email address is removed from the email details sent to the contact.
For more details, see Anonymise support agent on reply on requests in the Service release.