You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Helpdesk Inbound and outbound email scenario clarification

Received Response

Hi All,

I have few scenarios' listed below. I would like to understand the expected behavior and if it's possible to achieve the expected outcome for each of the scenario's

Scenario 1: Employee creates a ticket through application,receives email confirmation on the ticket being successfully created. Now employee replies back to the acknowledgment email received on ticket confirmation ( here the ticket is still not assigned to the agent)

Expected outcome : The SR should get updated with message sent by employee to the ticket creation acknowledgement email (

Scenario 2.Agent responds to the employee by sending a message to the employee through the application

Howdy, Stranger!

Log In

To view full details, sign in.


Don't have an account? Click here to get started!