| Author |
Message |
![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 20/01/2012 21:56:14
|
motc7
Super SysAider
Joined: 23/02/2009
Messages: 64
Offline
|
For 3 years now, when I notate a ticket, the users receives an email from helpdesk@ourorganization.com that it has been updated. Many times I am asking the user for more information, and what they do is reply to that auto email.
The problem is, I cannot seem to find a way to have what they email back get added to the case history automatically. The only way is if they pull up the case from their Service History and make notations there.
Another issue is that, when I try to respond to their emails, it doesn't add those email conversations to the case.
|
|
|
20/01/2012 22:03:29
|
AtomicDon
Super SysAider
Joined: 25/11/2008
Messages: 76
Offline
|
Are they maintaining the service ticket number in the subject field?
Also, are they emailing you back directly or using your integration mailbox. I notice that you can use the individual admin address to send from if you so choose. In order to keep in the integration you would need to not use the individual admin address but instead use the integration mailbox to send all messages from so that responses go back there with ticket number in the subject still.
|
|
|
20/01/2012 22:05:46
|
motc7
Super SysAider
Joined: 23/02/2009
Messages: 64
Offline
|
AtomicDon wrote:Are they maintaining the service ticket number in the subject field?
Also, are they emailing you back directly or using your integration mailbox. I notice that you can use the individual admin address to send from if you so choose. In order to keep in the integration you would need to not use the individual admin address but instead use the integration mailbox to send all messages from so that responses go back there with ticket number in the subject still.
So I would need to create a special email address for integration then?
|
|
|
21/01/2012 17:21:39
|
5.7FSN
SysAid Wiz
Joined: 15/04/2010
Messages: 323
Offline
|
You simply need to add incoming email integration to that email address. That way everytime they get sent an email and they reply and the subject line contains #XXXX format, it will be added to the SR. You replying to their email you would have to CC the helpdesk email to have it added to the ticket as well.
|
|
|
23/01/2012 18:34:33
|
motc7
Super SysAider
Joined: 23/02/2009
Messages: 64
Offline
|
5.7FSN wrote:You simply need to add incoming email integration to that email address. That way everytime they get sent an email and they reply and the subject line contains #XXXX format, it will be added to the SR. You replying to their email you would have to CC the helpdesk email to have it added to the ticket as well.
I just did that, and I do not see the notes added anywhere to the case.
|
|
|
23/01/2012 18:41:13
|
AtomicDon
Super SysAider
Joined: 25/11/2008
Messages: 76
Offline
|
It would add emails on the messaging tab. Not the notes. For notes to be populated they must go through the portal.
|
|
|
23/01/2012 18:42:05
|
motc7
Super SysAider
Joined: 23/02/2009
Messages: 64
Offline
|
AtomicDon wrote:It would add emails on the messaging tab. Not the notes. For notes to be populated they must go through the portal.
Looked there, not showing.
Any ideas?
|
|
|
24/01/2012 02:18:34
|
5.7FSN
SysAid Wiz
Joined: 15/04/2010
Messages: 323
Offline
|
Do any of your CC"d/replied emails to your helpdesk incoming email include images? Or exclusion words like out of office, etc?
Here are my settings.
|
|
|
![[Up]](/Sysforums/templates/default/images/icon_up.gif){kind=icon}
![[Email]](/Sysforums/templates/default/images/icon_email.gif){kind=icon}
