Hi
I get users every day that simply email the ticket system instead of going into the ticket system. I do not catch all the these emails and some go by days with out any action from me or my customer since we do not realize the parties have responded.
So I have a few questions...
1. How do I get users to leep logging their responses in the ticket system instead of emailing us?
2. If they email the auto response from os ticket, should that append to the ticket itself, or is that just an email which is what I wanted to avoid in the 1st place...i
Thanks