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Forum Discussion
Outlook Integration
It would be great if there were some sort of Outlook integration. We get a bunch of direct email requests. It would be great if there were a way to easily convert emails into tickets in the service ...
Hi Felton,
A lot of great points here, let me try and answer them.
All incoming emails are logged as incidents. Subsequent related emails are associated to the original incident by detecting the presence of Service Desk headers in the email, falling back to detecting the "B#" id in the subject line.
When people wish to set up email integration we recommend that people set up "support@mycompany.com" to auto-forward emails to Service Desk. There are a few benefits in doing this:
We do treat all inbound emails as important and do create / update incidents when we receive them. Service Desk does have Blacklist functionality to prevent spam from being created, you can set this up by going to Configure > Customer Access > Blacklist, where you can add specific email addresses or domains you wish to ignore.
For more information on setting up email integration check out this support article:
http://support.citrixonline.com/en_US...
A lot of great points here, let me try and answer them.
All incoming emails are logged as incidents. Subsequent related emails are associated to the original incident by detecting the presence of Service Desk headers in the email, falling back to detecting the "B#" id in the subject line.
When people wish to set up email integration we recommend that people set up "support@mycompany.com" to auto-forward emails to Service Desk. There are a few benefits in doing this:
- Incoming emails will initially pass through your spam filters.
- You'll always have a copy of the original email
- You can set up forwarding rules / filters to only forward selected emails
We do treat all inbound emails as important and do create / update incidents when we receive them. Service Desk does have Blacklist functionality to prevent spam from being created, you can set this up by going to Configure > Customer Access > Blacklist, where you can add specific email addresses or domains you wish to ignore.
For more information on setting up email integration check out this support article:
http://support.citrixonline.com/en_US...
