Hi, we have just started using Service Desk (v6.0) and have capability for users to email to create tickets as well as helpdesk getting notified when a new ticket is created. Users are unable to reply to the emails with the same subject line i.e. [TICK:0080] and it updating the ticket or even if the user goes to the website and updates the ticket helpdesk no longer recieves those emails. Is there another rule which will need to be created for it? Can anyone provide some links? Thanks
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You first need to enable the POP settings to be able to properly reply to tickets. The Service Desk guide and Admin guide from KACE both provide good information for this.

To make sure you are getting notifications on the tickets make sure you go to the Service Desk > Configuration > Queue and select the proper queue. Then half way down the page there are checkboxes for whom needs to get notified of changes, etc... Make necessary changes there. 
Answered 01/12/2015 by: h2opolo25
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