Email request configuration

Hi support,

We currently have an email group address setup for helpdesk request.

This group comprises of four members of our IT department.

The question is how do i configure the help desk application correctly to catch emails sent to the "helpdesk" email group into the application it self.

We currently use microsoft exchange and all users can see the group within outlook.

I have configured the help desk to forward email replys using the same helpdesk group, and it also emails us notifications when a new request is created.

However the users prefer to just email the request to the group and then the group email will then notify us automatically,

They prefer this method rather than to actually login.

If it can be done please help as i have tried about every possilbe configuration for the mail fetching service already and still no luck.

In theory we still get the request as the email will come through, however we prefer to have the email and the request created as well so it would be easier and faster when generating reports, since if it is fully working we wont have to go back in and then recreated the request for reporting purposes.

Thanks

Jaram.