Email response to ticket functionality
I am trying to understand the email conversation and re-open ticket functionality.
I have done some searching on the forums and understand that once a response is made to a request via email from the requester, the response is not added to the request, it will just create a new ticket based on the response.
Is that correct? Can emails convos be added/updated to requests by making sure the request ID is in the subject field?
Also, because of the above I have put in the spam filter in the Mail Server Setting to ignore "RE:", "Re:" and "re:". Will this affect ServiceDesk from being able to reopen tickets via email from the requester?
I have done some searching on the forums and understand that once a response is made to a request via email from the requester, the response is not added to the request, it will just create a new ticket based on the response.
Is that correct? Can emails convos be added/updated to requests by making sure the request ID is in the subject field?
Also, because of the above I have put in the spam filter in the Mail Server Setting to ignore "RE:", "Re:" and "re:". Will this affect ServiceDesk from being able to reopen tickets via email from the requester?