Ticketing 2.0 Understanding Tickets created via email (Monitored Mailboxes)
Ticket maintaining the Email’s HTML format
Tickets created via email now display in their original HTML format directly in the ticket. The ticketdescription will show “Created via Email” and the original email will show in the new Email Bodyfield. In addition, the original email is also available as an attachment on the ticket.
What happens with email replies?
When someone replies on the original email or ticketing notification email the current status of the ticket dictates the system’s behavior.
If the ticket is open (Status of Submitted, Assigned, In progress, or custom created status) the email will be added as a note on the ticket.
If the ticket is in ‘Resolved’ status the email will cause the ticket to be reopened and the email will be added as a note.
If the ticket is in ‘Closed’ status the email will cause a new ticket to be created.