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Nexgen Helpdesk : Helpdesk Agent initiating "Start internal conversation" via email

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Hi All,

I tried to login as agent and initiated "Start internal conversation" and choose the channel as email. I selected an SME , who is not identified as agent and sent an email with from address as " supportHR@company.com" and the to " Testsme@company.com".

Observation : When the Test SME responded to the email, its creating a new SR instead of updating the existing SR.

I would like to know if its possible to have internal conversation with SME( who is not an agent) via email and if it will get updated with existing SR.

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