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Right now you can turn on emails for creating tickets and adding notes. I would like it so that you can separate the two options, so they have to go into the help desk to create a ticket but can reply to a ticket email to add a note.
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…
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