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Original email as ticket attachment

Hi brain trust,

I was wondering if WHD has the option to attach the original email to the ticket it creates from an incoming email.

Sometimes there are useful details in the email trail that WHD strips and we were hoping to have the original email that created the ticket as either an attachment to the auto-created ticket; or add to a private note of the auto-created ticket.

e.g. client sends an email to WHD mailbox, WHD automatically creates the ticket, downloads the .eml/.msg and attaches to the same ticket it created before deleting from its mailbox.

Thanks,
Nuno Carvalheiro
Infrastructure Engineer
Pymble Ladies College

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pabely

Check Setup > Tickets > Options > General Options > Attachments Enabled

ncarvalheiro

Hi pabely,

That option is only for enabling attachments including any attachments sent to email. This is already on and is working.

I was after the original email of the ticket that WHD automatically creates and have it attached to the ticket.

Thanks,

pabely

Hi @ncarvalheiro,

Tech Admins can access the original E-Mail via the envelope symbol within the Ticket History.

Regards