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kalmstrom.com FAQ – Folder HelpDesk


Type Features

Problem E-mail threading: how can we track e-mail history in Folder HelpDesk?

E-mail threading: how can we track e-mail history in Folder HelpDesk?

For both manual and automatic conversion it is possible to add incoming e-mails to an existing ticket. Refer to the Folder HelpDesk manual for detailed information.

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Manual conversion

If you convert e-mails to tickets manually, you are asked if you want to create a new ticket or add the e-mail to an existing ticket.





Automatic conversion:

There are two ways of saving associated e-mails to a ticket automatically:
  • in subfolders
  • in the ticket body field
Enable one of them ‒ or both ‒ if you want to track e-mail history.


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