How do I merge an incoming e-mail into an existing ticket, so that it shows up under Received for that ticket?

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Problem Type : Usage
Problem Category : Public Folder HelpDesk

 

All outgoing e-mails are sent with the Ticket Subject line plus the ticket number within curly brackets. Such as:

 

I have a problem {1234}

 

Using that functionality, there are two ways to add a new email to an existing ticket:

 

1.   If you get an email with the ticket # within curly brackets, ie {1234} in the subject line to a mailbox with automatic conversion, it will automatically be added to the corresponding received folder.       

2.   If you get an email to your personal inbox and click the little two-face icon it will also look for the ticket number within curly brackets. If there is such a number, the email will be moved to the corresponding received folder.

You can of course manually add the ticket number to the subject line before clicking the two face button also.              

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