SDP – any way of not creating a ticket when Email is received
Hi all, first posting on here so go easy on me ;)
Not long started with current company and we have ServiceDesk Plus (7.6.0 B7600 – know it’s out of date), so I’m still feeling my way around the software and comparing it to other helpdesk software I’ve used.
1st question is …. Is there any way to set SDP to “NOT” create a ticket when incoming Email is received, basically we can get a lot of Emails from different people all on the same issue/subject (non-IT internal workflows cause this, nothing I can do about this just now) and it would be better if we had the option to look at SDP “Inbox” if you like and then decide what items we will turn into “Tickets”.
Beyond this is would also be great if we can “Add to ticket” for new item – rather than merging it as at this point there would only be one ticket created. This would just add the new Email into the ticket.
Possible ?? missing the point ?? Available with the latest version ??