Reply from email client
Right now, 4 techs get an email when someone submits a support ticket.
We can reply directly to the email in Outlook, it logs our reply in the helpdesk but it never emails the requester our reply. (I have notify requester on update turned on). the requester never even gets the automated notification about their ticket being updated.
Sometimes we are away from our workstations and reply via our blackberries, we would like the requester to get our reply.
We are on SD6 / 6011
also, if the requester replies to their automated notification that their ticket was received, it also logs in the web interface but unless a specific tech is assigned to that ticket, we don't see the updated information until we look at their ticket via web. is there a way to set it up so all techs receive the requester's update even if it's unassigned?
We can reply directly to the email in Outlook, it logs our reply in the helpdesk but it never emails the requester our reply. (I have notify requester on update turned on). the requester never even gets the automated notification about their ticket being updated.
Sometimes we are away from our workstations and reply via our blackberries, we would like the requester to get our reply.
We are on SD6 / 6011
also, if the requester replies to their automated notification that their ticket was received, it also logs in the web interface but unless a specific tech is assigned to that ticket, we don't see the updated information until we look at their ticket via web. is there a way to set it up so all techs receive the requester's update even if it's unassigned?
Topic Participants
Jason Hamilton
kkevin
Bradley Munsen
ServiceDesk Plus
Scott Dysart