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Mark Ellestad's avatar
Mark Ellestad
New Member
11 years ago

Email ticket creation

So I have emails set to automatically create a ticket. Sometimes when I come in on a Monday, I might have ten tickets with the same subject line, because users have responded to the original ticket request--and each response makes a new ticket.

Is there any way to have the service desk match emails to tickets other than with the ticket #?
Question
  • Krista C.'s avatar
    Krista C.
    New Member
    11 years ago
    Hello Mark,

    In order for emails to be attached to a ticket, they need to be sent to the service email address with B# in the subject line. So, for example, if your customer wants to add more information to Incident 123 on the service ITHelp, their email needs to be sent to ITHelp@.assist.com and needs to have B#123 in the subject.

    If they're responding to the emails we're sending them, this should be done automatically unless they're clearing out the subject to put something else in it.