Setting up ServiceDesk ticketing system for email
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I setup an account to automatically respond to tickets via email. I added all the email settings and tested sending email to the account. It creates a ticket automatically like it should.
Now that I have a ticket created. I see no way to issue a response that will send an email back to the client. I tried adding a note to the ticket, but it doesnt appear to email the client. How do I add a standard response to a ticket that my client would see and be able to respond to via email?
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This is Zoho ManageEngine ServiceDesk?
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@g.jacobse said:
This is Zoho ManageEngine ServiceDesk?
Yes. I am using Zoho Mail, too. So the mail configuration was relatively seamless.
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I had to make sure it was acceptable to use my old account since I am no longer with that company.
When in a request, under Conversation, on the Right side should be the option to Reply, Forward or Add Note.
Reply should be sending a message back to the requester.
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You don't want notes going to the Ticket owner. That could be bad. Spiceworks does the same thing.
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@thecreativeone91 yup, notes are where I put what actually happened...
"removed binder from keyboard, no longer frozen"
"moved powerbar so user stops kicking it when she wants a break"
etc -
@g.jacobse said:
I had to make sure it was acceptable to use my old account since I am no longer with that company.
When in a request, under Conversation, on the Right side should be the option to Reply, Forward or Add Note.
Reply should be sending a message back to the requester.
Thanks
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@MattSpeller said:
@thecreativeone91 yup, notes are where I put what actually happened...
"removed binder from keyboard, no longer frozen"
"moved powerbar so user stops kicking it when she wants a break"
etcReplace ID10T user. etc.
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So apparently outgoing mail isn't working. Which is puzzling to me since I am using Zoho Mail and it tested all the settings. When I log in to my Zoho Mail account it shows me the same outgoing settings that I have set in the ServiceDesk
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@IRJ getting firewalled?
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Might have to stop and restart the mail service in Service Desk.
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I am now getting this when I try to login to the ServiceDesk....wtf?
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I have received no emails explaining why this happened......
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Is there anyone from ManageEngine that can help me figure out why I am being denied this service all the sudden? All I did was create a few test tickets via email using my own email account.....
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@Vidya is from ME
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I received an email update on my ticket after about 15 minutes delay. Now I can get into the ServiceDesk again....wtf...lol
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Did somebody crash into ManageEngine's fiber?
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@scottalanmiller said:
@IRJ said:
Did somebody crash into ManageEngine's fiber?
Apply water to the burn area.
Lol. Everything is working again. That was weird....
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Maybe Rogers fixed it for them?
