KUNDESAKER HELP
Replies, notes, tasks and attachments
Keep customer communication and internal follow-up in one timeline.
Open an email card to view its conversation history.
Choose Internal note beside the reply box for information only your team should see. These notes are never sent to the customer.
Add a task, follow-up or phone-call note from the case. Tasks also appear in Customer cases → Tasks. Open a task to add more notes or change its status and due date.
The timeline shows which team member answered the email, logged the call, wrote the note or created the task. Only your team sees the name; it is never added to the email the customer receives.
Write your reply using formatting, links and up to ten attachments totaling 3 MB.
Drafts and attachments save automatically to your account. You can also Save draft or Discard. Check the recipient: a valid Reply-To address takes precedence over From.
Check the delivery status on your reply. Only definite failures can be retried. Open incoming attachments in the timeline or attachment overview; images and PDFs can be previewed.
The organization signature is used by default. Choose a personal signature in your profile, and review the full reply before sending.
Assign a ticket number manually or enable automatic numbering for the pipeline. The customer receives a Norwegian acknowledgement with the ticket number.