Currently the support mailbox is monitored manually and client replies are manually copied/pasted into ticket notes. Can Web Help Desk automatically append these email replies to the ticket?
As long as the email has the phrase 'Ticket xxxx' in the subject, it will append it to the email. So if they reply to the email, it will add it to the ticket. The only annoyance I've found is that people are fairly likely to include their signatures in it.
Have a look at this page... http://www.solarwinds.com/documentation/webhelpdesk/flarehelp/whd_12-2-0_pa_en/default.htm#cshid=HelpDeskSetUpIncomingMailAccts
From what I've read it seems that if the user replies to the email (instead of clicking the "add note" link within the email) it will end up creating a new ticket. I was hoping someone might clarify this for me.
What happens when their signature is included?
