Contact History in Version 5

Can you please point us to where the Email History tab is in 5.3 Customer wishes to view the history of sent emails.

Emails may be searched by clicking the contact card on the left hand menu

This will then provide the agent the ability to switch between contacts or cases

A maximum of 200 cases will be displayed

Agent may also search for cases, by email address, case number etc by using the search bar at the top to narrow results

The tool tip illustrates how to search with elastic search enabled

For faster access to cases that may require additional follow up , agents may also enable pinned cases from their preferences option under settings

This will create a third tab in the agent case view (Team, Personal, Pinned)

Where tickets requiring follow up can be easily accessed

Please review the agent guide documentation on using pinned cases found here