Hi,

Just two queries..

First one is when a case is closed in service desk, (our version is 7.5.0 Build number 7508) is there any way to prevent the user from sending a mail, or what is the best way to close\resolve it without user sending a mail?

When the calls are added to service desk, is there a way to set it up so calls are logged automatically to each agent?

Any tips and tricks for service desk plus would be appreciated, alongside explanations of those two queries..

Cheers...