phone call Inbound and Outbound functions

[raid1]

Hello,

I have tried phone call inbound and outbound call, but I still not sure about their advantages?
after submitted phone call inbound , The ticket type will add "customer - phone" and from my understanding, it's mean that phone call inbound has function as note from customer about one ticket.
If phone call outbound had been submitted, the ticket type will add "agent - phone" and from my understanding the phone call outbound has function as note from agent about one ticket. Is that all the function from phone call inbound and outbound ?

Regards,
raid1

[crythias]

pretty much. It's a quick way to log the direction and content of an interaction that doesn't happen via email/web.

[raid1]

pretty much. It's a quick way to log the direction and content of an interaction that doesn't happen via email/web.

so what difference with "features note"?

[crythias]

so what difference with "features note"?

I'm not sure how to best parse that into English, but I'm guessing you want to know what's the difference between correspondence notes and just "notes"?

As in,
note-internal: Agent makes a notation about the ticket that doesn't appear to customer (Agent Cost Pricing, The customer's mood, etc.)
note-external: Agent makes a notation about the ticket that does appear to customer, but isn't voice or email correspondence (things the customer should only see when she logs into your web site - secure status updates, resolution that doesn't get sent via email, hosted attachments, etc.)

"But how does the customer know that the external-note exists?"
Send a reply or do nothing. There are external notes that I use to record what happened but are likely too technical to bother the (my) customers who just want the ticket resolved. So, if they're interested in the solution, they can log in, but *most*/*many* times it's just good enough that the ticket is resolved.