Users responding though outlook to email not Service Desk
Hi,
A user logs in to service desk and creates a request.
We respond by email to the user though service desk.
The user responds though outlook to the email and we have no log of the conversation.
I've just configured Service desk to read/fetch emails hoping the it would read the subject
containing [Request ID :##NUM##] and add the email to the correct call.
Well it didn't pick it up so can service desk do this?