Auto merge option when requester reply from email
- We are using SDP 6
- whenever we reply to user request, the requester will receive reply in their email box.
- subject will contain Request No. and Subject.
- When they reply from their email, service desk will pick all the mails and report as new request with new request no.
- Now, we are manually merging requester's response with original request.
- Is there any way, such that, Service desk will merge response with parent request with reference to request no. on the subject ?
Pls advice.
- whenever we reply to user request, the requester will receive reply in their email box.
- subject will contain Request No. and Subject.
- When they reply from their email, service desk will pick all the mails and report as new request with new request no.
- Now, we are manually merging requester's response with original request.
- Is there any way, such that, Service desk will merge response with parent request with reference to request no. on the subject ?
Pls advice.