I am fairly new to web help desk and have a question.
I want to be able to e-mail a ticket to a group list we have at our institution. For example, I want to be able to cc: firstname.lastname@example.org
That part works. However, when people respond to that, it does not allow them to update the ticket, because they were not directly cc'd in on it.
Is there a setting that will allow anyone to respond to a ticket and enter information?
There is an answer that might work for you, but it is global so you cannot restrict it just to the networking tickets.
You can do this by editing each client (a real pain if you have a lot of members of the email@example.com distribution!) and setting the Allow E-Mail Updates on Any Ticket option to Yes.
This will allow each of these clients to update the ticket via email. I hope this helps!