Hi All,

I'd like to reinitiate the discussion on this issue, and also if possible, get an update from the Zoho team about the progress in related feature requests, for eample, as discussed here:

I understand that SDP+ was designed to be mainly used via the GUI, and that makes perfect sense to me. However, there are several notable cases where using E-mails still makes sense, and i think the way SDP+ is handling this casescould use some improvement. Let me focus on one scenario which I think is the most outstanding, and I hope you can learn from it on the more general problem:

When a requestor opens a request by E-mail, that is by simply sending an E-mail to the E-mail address that SDP+ polls, and the option to notify a technician on the opening of the a new ticket is on, in many cases, the most natural thing for the technician that recieves the E-mail to do, is to reply to the E-mail from their mail client (outlook, etc.),  asking the requestor for most details. The thing is that if the technician will just reply to the SDP+ E-mail address, the E-mail will not be sent to the requestor. the technician has to cc the requestor seperatelyfrom their mail client in order for the requestor to get the mail. Now again, I understand that we want to control what is sent to this requestor, but in this case, and several other cases, It should be possible to route messages to the requestor or other recipients via SDP+

Now since there has been several similar discussions of similar issues in the past, I'd like to know if there is already a timeline for releasenig features that will improve the ability to use E-mail with SDP+ ,also let me just say that IMO, the simplest way to implement these improvements,  will be to introduce a trigger on recipient of E-mail messages into a ticket, that can be used with notification and custom actions.

BR,

Oren