Kaseya Community

Import emails into existing tickets

  • Hello, first post here. I am in charge of following up on tickets at my work, but internal email exchanges regarding specific tickets are not automatically recorded into the ticket notes, and so email exchanges between agents and users are not visible to others unless they cc them directly. Agent notes are currently entered manually in the summary, and not always recorded depending upon the severity of the ticket or other factors.  This makes it difficult for me to know what the next step is and so I would like a way to keep track of the interactions by importing them into the Kaseya ticket notes, based on something like the ticket number being in the subject of the email. Can anybody point me in the right direction? Thanks!

  • The email must have in its subject line the ticket number you want to merge it into

    see help.kaseya.com/.../index.asp

    So the ticket sent from kaseya would include the variable ~ticid=[$TicketId$] ...  so on reply it would have the ticket number and the special ~ticid  tag

    Paul