Open Tickets on behalf of client.

Had a situation today where a client emailed a tech directly, the tech was at a client site and simply forwarded the email to the other techs. However it would have been much better if he could email the helpdesk and create a job on behalf of the client.

You could specify the client name in the subject box so that it knows who to assign the job to.

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Comments

FormerMember

If you use the email ingestion feature in WHD for your department email address, you could have your tech "Redirect" the email to that department email address. The benefit of redirect is that it retains the client email address when generating the new ticket.

wryanthomas

That works nicely in some situations. Unfortunately, that doesn't work in a corporate environment where "Redirect" is not allowed. (e.g., our Exchange environment doesn't allow.)

I would like to be able to do this...and can't use redirect. I'd like to be able to specify client somehow in my email.

timmeers

Having read the discussion, and your rational behind this, why can't the tech just create a new ticket by hand? Thus picking the correct client and doing everyone a service by picking the correct request types? This is a non-issue.

Tim