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We get lots of email service requests from users who like to include other persons in the communication. In other words, if Bob has an issue and opens a ticket using email, most of the time he will also add Sue, Joe and Beth in the To or CC fields. So walk me through this:
* When a user sends in a ticket request via email and includes 5 other people in the To or CC fields, only the sender gets the automated confirmation email back with the "TKT" info -- correct? *If that's the case, then there really is no way for any of the other persons in the communication to email the group and not open a new/separate ticket -- correct? thanks! //ray |
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Indeed, only the Sender of the email gets the confirmation for the newly created ticket from their email.
Yes, that's correct, only the person that sent the original email will get the auto response. However, when your technician will reply to that ticket, their reply will go to ALL recipients, that were included in the initial email from the customer and then they can all reply and participate in the thread. (Note: you need to enable auto-adding ticket email-recipients in the email connector advanced settings option for this to work). |
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So this is why we are ending up with 6tickets for one issues. How can we get it so that when Bob sends in the initial request, then Sue replies to all (including our helpdesk email address), we end up with one ticket with one conversation instead of 6 tickets with different conversations? Thinking the auto response that is sent out to the ticket originator needs to go to ALL the recipients that have been auto-added to the ticket.
//ray |