Currently we are in the first month of starting to use Service Desk Plus. When any email hits our service desk a new request is opened and a reply is sent to the requester. We don't wish for replies to previous requests to open a new request. I have found a way using the SPAM settings to completely prevent replies from opening new requests. We need a solution where a reply does not open a brand new request.

 

What is happening:

 

Tommy emails  the servicedesk and other people are in the discussion. A conversation is underway and the service desk is being included. For each email sent a new request is opened.

 

What we want to happen:

 

Each response is merged within the original request.

 

or

 

Each response is injected in the description field.

 

Thanks for any input or ideas.

 

Damion