I would like the ability for my users to reply-all to ticket emails, without the system creating a new ticket each time
I would like the ability for my users to reply-all to ticket emails, add folks to the email, have those folks in-turn reply-all......all the while NOT opening new tickets each time. I have looked and don't see a way to do this. Is it possible?
Katie Mencl commented
I can't believe it's been 5 years since you brought this up and this is still an issue. We paid so much money for this service desk program only have it really just hinder us instead of help us. This is still an issue and this is the #1 issue with SMA. It's absurd that it's even taken this long. Maybe we are missing something on our side but to our knowledge, there is no fix for this.
I'm perplexed at why this wouldn't be a common feature as it is a productivity nightmare at this point. We had this functionality within our previous service desk tool, Jira.