Emailing updates to existing tickets
Most of our users correspond with the software using Email, not the web forms. When then have updates to cases they typically will just email the help desk, which obviously will create a new ticket. It would be nice if they could reference the ticket number in the subject and the email would automatically go to the existing case. Right now, we're forced to merge cases all the time when they do this.
Cisco uses this in their help desk software.
Thanks,
Craig
Cisco uses this in their help desk software.
Thanks,
Craig