use e-mail to communicate
In the list of features for ServiceDesk Plus, it is stated that:
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Technician Notes
Technicians can add notes to the request to add related information like action taken.
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I understand that it is possible for users to create Requests by e-mail, and the HelpDesk can also send replies/resolutions by e-mail.
Is it also possible to technicians to work on Requests entirely by e-mail?
We have a large number of part-time consultants who would act as Technicians, who would be hesitant to learn a new software environment. Instead, we would like them to communicate entirely by e-mail, via ServiceDesk Plus.
Also, we have not yet figured out the exact definitions of Technicians and Nodes. Perhaps we looked in the wrong place? We are used to Administrators, Staff and Users. For ServiceDesk, is Technician = Administrators + Staff? Or Node = Staff? Sorry for our confusion.
>>>>>
Technician Notes
Technicians can add notes to the request to add related information like action taken.
<<<<<
I understand that it is possible for users to create Requests by e-mail, and the HelpDesk can also send replies/resolutions by e-mail.
Is it also possible to technicians to work on Requests entirely by e-mail?
We have a large number of part-time consultants who would act as Technicians, who would be hesitant to learn a new software environment. Instead, we would like them to communicate entirely by e-mail, via ServiceDesk Plus.
Also, we have not yet figured out the exact definitions of Technicians and Nodes. Perhaps we looked in the wrong place? We are used to Administrators, Staff and Users. For ServiceDesk, is Technician = Administrators + Staff? Or Node = Staff? Sorry for our confusion.