Forwarding a copy of the support request email to the assigned technician if the ticket was raised by another technician or manager

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 For forwarding or sending a MSG file copy of the original email to the assigned technician you need to follow the steps,
1. Enable the auto alert ‘Send Notification to Technician when a ticket is assigned’ under Outlook > Team Issue Tracker toolbar > Team Settings > Advanced Options > Notifications tab.

2. Also need to enable the option ‘Forward the original email to the assigned technicians when a new ticket is raised from an email’ (available under Outlook > Team Issue Tracker toolbar > Team Settings > Advanced Options > Automation tab).

When technicians received this auto-alert of ticket assignments (from the manager), the original email (from which a ticket was raised) would be available as an MSG attachment file in the alert. And technicians can then easily click this MSG file to make a reply to the caller (to resolve the ticket). And as the original email contains the ticket ID and prefix code in the subject (embedded when the ticket was raised by the manager), any subsequent replies done by the technicians from their Outlook would be automatically tracked by the Issue Tracker add-in (present in their Outlook).