Consensus of whether to allow ticket creation via email
I'm looking for some feedback as to what other companies do. We currently allow users to create tickets by sending an email to the IT support email address. I notice that categories don't always get filled out, and it causes issues when I try to look at high level data and track gaps in our personnel needs.
With that being said, what are your thoughts on preventing tickets via email, and requiring the use of the Kace web interface to create a ticket? Pros/Cons?
We are about 250 users, with 2 IT staff & an IT Manager.
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