We have some questions about how the helpdesk create tickets.
One of our helpdesks currently have some issues where they send an email to an agent via outlook through a CC response to the agent → then get response from the agent and this gets added to the current ticket. this is causing some issues because the customer should not always recieve the response from the agent.
im guessing its something in the header that makes it connect to the same ticket? is there any documentation on how the helpdesk creates the tickets that i can show them?
And is there some way to exclude a part of the ticket when responding?
Hello Elias! Unfortunately, there is no a separate article describing this logic. The HelpDesk creates tickets and adds comments through one of these channels:
Thus, to prevent the ticket or comment creation, the message should not be sent to the HelpDesk address, either directly (the ‘To’, ‘Cc’, ‘Bcc’ fileds) or through forwarding.
Hmm so then aslong as the email is a connected helpdesk mailbox it will be hard to not keep the entire ticket thread? Since they answer the agents (CC) from the connected mailbox.
And it isnt possible to discard a portion of the response when answering a ticket? Cause when the CC replies it gets added to the same ticket then when the support staff solves the ticket they get the Agents response. Which seems to be a problem.
Before the helpdesk has mainly been used for internal tickets on our other 2 connected sites so we havent met this issue before.
My name is Aleksandra and I am temporarily substitute Evgeniy.
HelpDesk does not support sending only part of a ticket. The entire ticket thread is stored as a single conversation and is sent in full.
If I understand correctly, the issue is that you are adding the HelpDesk address in CC. To prevent the ticket or comment creation, the message should not be sent to the HelpDesk address at all — neither directly (To, CC, BCC) nor through forwarding.
If your situation is different, could you please describe your process step by step in more detail so we can analyze it?
The helpdesk adress is definetly involved in the emails in our situation, added the workflow here. mby you have any ideas on what kind of workflow we could get where we can have contact with both Agents and Customers from the helpdesk without our customers seeing the agents response
The issue arrives when end users (Customers) send to our helpdesk → Then our support staff might need to contact the sales agent → Support staff does this by replying to the Agent via outlook. (They are sending from the helpdesk adress aswell) → When the agent then replies the reply enters the existing ticket → Our support staff closes the ticket and the customer is able to see the agents response (Which can sometimes be less than optimal.)
Create multiple HelpDesk instances for such situations. Your current instance can be used for communication between the support team and clients, and another one for communication between the support team and the sales team:
The support team can then discuss the client’s request with the sales team in a separate instance.
When the ticket with the customer is closed, the internal discussion with the sales team will remain in the separate instance, and the customer will not see it.
Alternatively, the support team can manually add a link to the original ticket in the ticket created for the sales team in the second HelpDesk instance and copy the necessary details there.