To acknowledge the read receipt, follow the steps listed below.
- Select a case to open.
If you have received a case from a user who has requested read receipt, the Acknowledge Read Receipt screen is displayed.
- From the Acknowledge Read Receipt screen, click Continue to send an acknowledgment to the sender of the case.
To review the case later, click Review Later. The sender will not receive acknowledgment for this instance.
When you click Review Later, all buttons for the actions that can be performed on the case (Reply, Share, Lock, Mark as Reviewed, and Send to MDT) are disabled.
Note:
The Acknowledge Read Receipt screen will appear every time you click on the case until you acknowledge the read receipt.
Note:
The Acknowledge Read Receipt screen will not appear, even if the sender has requested a read receipt, in the following cases:
Once the case is unlocked or the case is sent back to the inbox or moved to Archived, the Acknowledge Read Receipt screen will be displayed to the recipient.
Note:
The case can be moved from the inbox to Archived (and conversely) even if the read receipt is not acknowledged.
