KACE Product Support Question
Respond to K1000 Service Desk Tickets via Email
We are running K1000 Version: 6.2.109330. We have installed ticketing queues and emails in and out of the system is working well. However, when the user responds to a ticket update by replying to the email, the ticket gets updated with our response (update), the user's signature and the user's response to our update and this creates a lot of clutter in the ticketing view of KACE.
We would like to limit this clutter and shred away everything but the user's comments. I have seen other ticketing systems, e.g. Zendesk, adding a line to the update saying "Enter your ticket update above this line" - and everything below that line is shred away from the update flowing into the ticketing system.
How can we achieve this?