Handling an email where servicedesk is in the bcc field
We get quite a lot of emails that are sent to us at our company email address that we really want on ServiceDesk.
If we reply to the client we lose the initial part of the email conversation if we transfer it to SD.
Could we have the feature added so that if we put the SD email address (or another that SD recognises) in the bcc of the email, when SD sees that its email address is in the bcc field (rather than "to" or "cc") it creates the job based on the email address of the primary recipient of the email rather than under the name of the sender?
This is useful when we are out mobile and we are working from mobile phones or pdas, but the ultimate would be to have the ability for us to receive an email from a client, reply to it bccing in SD and this email to set up the service desk entry and have the text of the reply logged onto the service desk job and marked as the reply having been sent. A challenge for your programmers?
Thanks - Terry
If we reply to the client we lose the initial part of the email conversation if we transfer it to SD.
Could we have the feature added so that if we put the SD email address (or another that SD recognises) in the bcc of the email, when SD sees that its email address is in the bcc field (rather than "to" or "cc") it creates the job based on the email address of the primary recipient of the email rather than under the name of the sender?
This is useful when we are out mobile and we are working from mobile phones or pdas, but the ultimate would be to have the ability for us to receive an email from a client, reply to it bccing in SD and this email to set up the service desk entry and have the text of the reply logged onto the service desk job and marked as the reply having been sent. A challenge for your programmers?
Thanks - Terry