0 Replies Latest reply on Oct 9, 2018 11:02 AM by netadmin@medcompnet.com

    Ticket Updating

    netadmin@medcompnet.com

      Prior to updating WHD to 12.6 when a tech needed to ask a user a question. The tech would put his question in the ticket and his send. The user would get an email with the question. The user would respond to the email and the ticket would be updated. Since the upgrade when the user responds to an email from the help desk the ticket is not updated. I looked around but I’m unable to locate a resolution.

      Is there a setting so when a user responds to an email from the help desk the ticket is updated?