Email Replies
Our requesters communicate almost exclusively via email and do not log on to the service desk to view or edit requests. When technicians reply to the requests, also via email through Outlook or mail on their phones, the reply is logged in the ticket in the service desk, but the full text of the email reply does not reach the requester. When we enable the "Acknowledge requester by e-mail when the request is updated." option, the requester only receives and acknowledgement email with a link to the ticket on the service desk, not the text of the reply itself. Currently, we have to CC the requester when we are replying so that they get the reply directly and the reply is logged in the Service Desk. Is there a way to send the full text of the reply to the requester directly?