Allowing service desk to append ticket coming from email client to existing ticket but prevent from creating new ticket.
Please advice if this is possible.
We have tied an email account to our service desk example: support@company.com
We are enforcing user to use the portal to open a new ticket but at the same time allow them to reply to existing ticket by using their email client (outlook).
Our main goal is to prevent ServiceDesk automatically creating a new ticket when users are sending email to support@company.com
Please advice,
Thank you!
We have tied an email account to our service desk example: support@company.com
We are enforcing user to use the portal to open a new ticket but at the same time allow them to reply to existing ticket by using their email client (outlook).
Our main goal is to prevent ServiceDesk automatically creating a new ticket when users are sending email to support@company.com
Please advice,
Thank you!