Create tickets when we are the requester

HelpDesk
1

Hi,
Setting up Plumsail helpdesk as a ticketing system for our grouped email-inbox.
We are the only department within our company that are using Plumsail as their tickets system.

Is there a way to setup Sharepoint list/Plumsail so that we are the "requester" & the "assigned to" but to actually email it to someone that is not part of our team (won't have access to sharepoint) and isn't part of our company (doesn't have a company email)?

Example - sometimes we will be the once creating/starting the "New ticket"/Email where we are asking someone else a question etc. We want to keep this as a ticket, where we are the requester, but also the assigned to - so we can keep track of when we receive a response from the person we've sent the email to.

Do we have to send the email from Outlook or is there a way to do this in Sharepoint/plumsail?

2

Hello Josie,

The easiest way to achieve this behavior is to set the intended recipient as the Requester - create a new contact for the recipient and choose the "End-User" role. You can also add your company email to the CC field if you want to receive updates for the ticket there.