Email updates from another Customer

[Adrian Simpkins]

Hi

I was hoping someone could just clarify something for me please - I know Service Manager will auto update a request if a Customer responds to the email leaving the subject text as it is, but I just wanted to confirm would it update the call from anyone other than the Customer as long as the subject text is left as is please?

Only reason I ask is we will have some emails coming into requests which at the moment will be manually generated by our Users to a Customers Manager / Supervisor. This is because at this point in time, the data within our AD does not have the Manager field updated for all Customers. So although we can pull manager details if it has been loaded to Service Manager via our daily updates, but a large number of our Customers currently have no value in this field, so until we can address this internally these emails will be sent manually to someone other than the Customer the request is raised under.

Many thanks

[Steven Boardman]

@Adrian Simpkins this system setting should help, this way any user who includes the correct reference number in an inbound email subject line should be able to update a request.

Admin > Service Manager > Settings

[Adrian Simpkins]

Hi Steven

Perfect, I will get this enabled and let our Users know this will be possible

Many thanks, excellent service as always !

[Victor]

@Adrian Simpkins besides that setting there are other things to be considered... more details here:

 

[Adrian Simpkins]

Thanks Victor, I will have a read through this FAQ

Many thanks