Email thread question
Hi,
We have version 5.5.0 of ServiceDesk Plus installed and are not yet using the web portal.
We use Microsoft Outlook 2000 for mail clients.
We would like the technician to be able to hold an email conversation with the requestor through Service desk by replying to the request message (subject having ID). This way the back and forth shows up in the conversation of the request within ServiceDesk.
We find that if we are using Outlook we have to CC: the original requestor to make sure they get the message. However, we then run the risk of the original requestor responding to our CC: and having their response miss the ServiceDesk database.
Do we have something set wrong? I guess what we were hoping for was - emails sent to service desk regarding a request would chose it's destination based on the originator:
Requestor --------> SD --------> AssignedTech
AssignedTech ----> SD ---------> Requestor
I look forward to your advice
Regards
Jerry
We have version 5.5.0 of ServiceDesk Plus installed and are not yet using the web portal.
We use Microsoft Outlook 2000 for mail clients.
We would like the technician to be able to hold an email conversation with the requestor through Service desk by replying to the request message (subject having ID). This way the back and forth shows up in the conversation of the request within ServiceDesk.
We find that if we are using Outlook we have to CC: the original requestor to make sure they get the message. However, we then run the risk of the original requestor responding to our CC: and having their response miss the ServiceDesk database.
Do we have something set wrong? I guess what we were hoping for was - emails sent to service desk regarding a request would chose it's destination based on the originator:
Requestor --------> SD --------> AssignedTech
AssignedTech ----> SD ---------> Requestor
I look forward to your advice
Regards
Jerry