Hello,

I'm a newcomer to the platform and currently facing an issue while attempting to add internal notes to a ticket by replying to an email. Despite following suggestions from other questions, the system seems to be adding my response as a message or creating a new ticket instead.

I would greatly appreciate your guidance and assistance in resolving this matter. Could you please provide step-by-step instructions or insights on the correct procedure to ensure that my replies result in internal notes being added to the existing ticket?

Thank you for your support.

Best regards,
nick

  • KevinTheJedi replied to this.

  • nricci

    Oh, well of course. Any new mail will create a Ticket. Agents cannot use the email feature. They must use the system UI.

    Cheers.

      nricci

      You must send the email as an Agent and have access to the Department. It should then thread through as an internal note.

      Cheers.

        I tried, but the outcome is a new ticket. The only solution I found is to set the alert, reply to it, and then the message will be stored as an internal note, but not from a new email.

        Best regards,
        nick.

          nricci

          Oh, well of course. Any new mail will create a Ticket. Agents cannot use the email feature. They must use the system UI.

          Cheers.

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