reply to email above the line
not sure how many of you have turned this functionality on. I would be interested in your experiences
- Turning on the ability for a user to reply to email by putting in their comments above the line and sending - am I right in assuming this is a global setting - all or nothing.
- how does the response know which ticket/Q to update - is this a function of the email address for that Q (e.g. the number is unique to the Q - in this case 13) org1.stjohnservicedesk13@chmansvr01.......
- What are the POP3 settings that need to be set up - do I need a user set up for each specific email address (i.e. one for each Q)
- The one thing we found when we did try and turn it on that if the target person was out of the office and had a auto response set up that would come back into the ticket.
Look forward to your input
The response is applied to the ticket based on the subject of the email message. It should contain [TICK:12234], where 12234 is the ID of the ticket in question. If the subject does not contain that string, then a new ticket is created (which is generally what we see with out of office notifications).