Would anyone know how I can have replies e-mails automatically added as notes in the tickets, so I can keep the e-mail history for the open ticket?
Web HelpDesk version: 12.6
There are a couple of options
1)Usually when a new ticket is created and assigned to you, you will get an email. You need to reply to that email and it will automatically be added as a note when you send it.
2)If you want to send a new email, just CC your Incoming E-Mail Account and add at the beginning of the subject "Ticket (number of ticket) --> (anything)"
This will update the ticket that you specify.
Thank you!
I'll do the test and let you know.
To expand on the prior answer in more detail for getting emails when a ticket is udpated go to setup --> Techs --> My Account and check the notifications section. Check/uncheck as desired. If you admin has locked out these options by security setting speak with that person.
