Email ticket creation

[Mark Ellestad]

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 #?

[Krista C.]

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.

[shanal.chetty]

Hi 
We cannot access GTA in South Africa.
Is there a issue?
Regards
Shanal