Setting up ServiceDesk ticketing system for email

IRJ

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?

gjacobse

This is Zoho ManageEngine ServiceDesk?

IRJ

@g.jacobse said:

This is Zoho ManageEngine ServiceDesk?

Yes. I am using Zoho Mail, too. So the mail configuration was relatively seamless.

gjacobse

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.

You don't want notes going to the Ticket owner. That could be bad. Spiceworks does the same thing.

MattSpeller

@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

IRJ

@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

@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"
etc

Replace ID10T user. etc.

IRJ

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

MattSpeller

@IRJ getting firewalled?

gjacobse

Might have to stop and restart the mail service in Service Desk.

IRJ

I am now getting this when I try to login to the ServiceDesk....wtf?

IRJ

I have received no emails explaining why this happened......

IRJ

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.....

mlnews

@Vidya is from ME

IRJ

I received an email update on my ticket after about 15 minutes delay. Now I can get into the ServiceDesk again....wtf...lol

IRJ

Did somebody crash into ManageEngine's fiber?

scottalanmiller

@IRJ said:

Did somebody crash into ManageEngine's fiber?

Apply water to the burn area.

IRJ

@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....

scottalanmiller

Maybe Rogers fixed it for them?