Updating Requests
We have recently purchased ServiceDesk Plus and will be implenting shortly.
My question is how do you get a Requester to Update a support job via email?
We would like to be able to have the technician email the Requester and ask for additional information. When the Requester replies to the above email it automatically gets re-logged into the Helpdesk with a new Request ID. Is there a way to stop this from happening, eg. by changing the subject to say "update request id 12345". I know the system allows you to manually Merge requests, but is there another way of doing this?
Thanks
My question is how do you get a Requester to Update a support job via email?
We would like to be able to have the technician email the Requester and ask for additional information. When the Requester replies to the above email it automatically gets re-logged into the Helpdesk with a new Request ID. Is there a way to stop this from happening, eg. by changing the subject to say "update request id 12345". I know the system allows you to manually Merge requests, but is there another way of doing this?
Thanks
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