Good Afternon

I was hoping someone could possibly assist - Quite new to Kace 1000 and just wondering if someone could point me in the right direction

Currently I would send an email for either assistance or updating the user on a ticket, I would send an  email from Outlook - after completing that have to go back into my ticket  to go and comment and write down the whole status / comments.


Is there a way, that when i  email the user with the ticket details, this can automaticaly update my ticket status / comment,  and when the user responds all of this would again be commented with in my ticket

I noted under the help section you have to put an @infront of your target field this should work

I tried this sending it to to our servicedesk emaill address (  with the subject

@Tick:0460  (this in the subject line)


@owner=Sam Wright

This is a test

But no luck

any help would greatly appreciated



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The subject line needs to have [TICK:460] in it, the @field notation is only used in the body.

There's a section in the Service Desk Administrators guide that gives more guidance on this topic, I'd recommend you check it out. Other things to keep in mind are that HTML formatted emails don't always seem to work, I have the best luck when I send in plain text.

I will sometimes blind carbon copy the service desk when I email users which adds my email as a comment to the ticket. In order for the user's reply to also update the ticket they would need to send the message to the service desk address, so if you have that as the reply-to address, then their response should get added to the ticket, assuming that the subject still contains the [TICK:<ticket number>].

P.S. Could you please tag your post with the K1000 tag to make this answer easier to find for others that might have the same question in the future?

Answered 04/24/2012 by: chucksteel
Red Belt

  • Thank you very much for the help and comment
  • hi there, we are encountering this problem as well. did support provide anything interesting?
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