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