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Best Practices Question


Consensus of whether to allow ticket creation via email

01/15/2015 755 views
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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Comments

  • I'm curious about what others do as well. Many of my users were so used to emailing the manager directly. It was just him before I arrived. So adoption of the ticketing system has been an uphill battle.
    • Always an uphill battle, no matter how easy anything is.
  • I read an idea that recommended auto-closing tickets creating by email and telling people to log it on the web form. I could see that working with some ticket rules - it's an interesting idea.

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