How to update the subject according to customer changes
Helllo,
due to our need to integrate our helpdesk with other helpdesks we need to provide this feature:
1) One user opens a ticket via web or email
2) The technical guy answers to the ticket via email changing the subject name and adding another content
3) The ticket is updated with the new subject
We need this feature because we want to have the possibility to open a ticket on our helpdesk, forward this ticket to another helpdesk that creates a new ticket and send back the modified subject with the added id frmo their system. We want to maintain this info. By default the system flush any change to the subject if this is done via email. THe subject change is supported only via web.
DO you ahve any idea about that?
Regards,
Giuseppe
due to our need to integrate our helpdesk with other helpdesks we need to provide this feature:
1) One user opens a ticket via web or email
2) The technical guy answers to the ticket via email changing the subject name and adding another content
3) The ticket is updated with the new subject
We need this feature because we want to have the possibility to open a ticket on our helpdesk, forward this ticket to another helpdesk that creates a new ticket and send back the modified subject with the added id frmo their system. We want to maintain this info. By default the system flush any change to the subject if this is done via email. THe subject change is supported only via web.
DO you ahve any idea about that?
Regards,
Giuseppe