Appending Email Replies
We are just now implementing SD and at this time we're not quite ready to roll it out to end users to input their tickets or update them via web interface.
In our old system, we received tickets from users via email. If the user wanted a status, they put the word "Status" in the subject line with their ticket number and the system sent them an email that gave them an updated status (a list of all the work/comments that had been added to the ticket)
In addition, if they replied to an automated email sent, the reply was automatically appended to their ticket.
Are either of these possible in SD? If so, how? (Using Version 7.0, Build 7015)
In our old system, we received tickets from users via email. If the user wanted a status, they put the word "Status" in the subject line with their ticket number and the system sent them an email that gave them an updated status (a list of all the work/comments that had been added to the ticket)
In addition, if they replied to an automated email sent, the reply was automatically appended to their ticket.
Are either of these possible in SD? If so, how? (Using Version 7.0, Build 7015)