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Adding emails in the helpdesk mailbox to tickets

Victoria Heeley

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Hi we sometimes have emails that come in from one party (e.g. HR) but we then need to attach it to a ticket that the line manager logs

I am finding i can't search for tickets that aren't logged against the same user name? is this correct?

I would like to be able to attach an email to ANY ticket if possible.

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When viewing the email the Apply To Request box allows you to type in manually a valid reference number.  You can then select this request to add the email to, it shouldn't need to be a request from the originating party.

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