What are the benefits in using the portal vs an email address ( vice versa) when entering a Support Ticket?
We are currently setting up a Help Desk and would like to know the benefits of our end users entering tickets via the portal as well as utilizing the email feature within K1000. What is the best method to use in the terms of reporting?
Community Chosen Answer
The biggest issue that I've seen is in how the comments are added to the ticket. In our environment (and I'm sure in MOST environments) Outlook is set up to "Include the Original Message Text" in a reply email. Well what happens is that the reply, along with the "Original Message Text" (which includes all of the previous comments), ALL get added as a brand new comment!! Think about this for a second.... If everyone is replying via email, then ALL of the email chain gets added as a comment every time!!! Your ticket quickly gets out of control and very difficult to read!
The solutions are to either turn off the "Include Original Message Text" option i Outlook, PAY Dell Kace support to write a custom fix for you (that they will then sell to everyone else also), or respond to tickets using the Portal.
I hope that gives you the answer you were looking for!
Answered 09/10/2014 by: Chris.Burgess
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