Email suggestions
Hello,
We frequently use the "E-Mail Requester" button on open requests, but have the following questions.
1) Is it possible to notify a technician that a requester has submitted an email which has been automatically added to an open ticket? For example, we will email a requester asking for more info and they will respond to the email. This may be a bug or a configuration problem on our end, but it appears that an email notification goes to the technician who the "Default Category" is assigned to and not the technician who currently has the request open in their queue. The requesters response does show up in the threaded conversation area of the ticket, but the assigned technician is unaware a response has been made unless he checks on the ticket periodically.
2) Is it possible to have attachments show up in the conversation area? For example, a technician emails a requester and asks for a screen shot of an error message. The requester responds to the email and includes an attachment. The email shows in the threaded conversation area but I do not see where that attachment went.
We really like the product!
Thanks,
-Russ
We frequently use the "E-Mail Requester" button on open requests, but have the following questions.
1) Is it possible to notify a technician that a requester has submitted an email which has been automatically added to an open ticket? For example, we will email a requester asking for more info and they will respond to the email. This may be a bug or a configuration problem on our end, but it appears that an email notification goes to the technician who the "Default Category" is assigned to and not the technician who currently has the request open in their queue. The requesters response does show up in the threaded conversation area of the ticket, but the assigned technician is unaware a response has been made unless he checks on the ticket periodically.
2) Is it possible to have attachments show up in the conversation area? For example, a technician emails a requester and asks for a screen shot of an error message. The requester responds to the email and includes an attachment. The email shows in the threaded conversation area but I do not see where that attachment went.
We really like the product!
Thanks,
-Russ
