Emailing within email client creates new request
When technicians reply to a request within their email client (Outlook), SDP creates a new request. I want to APPEND the email reply to a ticket,not open a new request. Technicians often have to respond to requests from their mobile device so this is a pain since an email conversation will generate many service requests.....
How do I configure this in SDP? I know other service desk applications offer this basic configuration feature....