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Archive e-mail as a ticket and its assignment


Is it possible to modify mail link to archive messages as a service tickets and assign ticket to the same associate, who creates it from its own e-mail box? Our assignment method has been modified to be unassigned in every cases, when e-mail arrives directly to these mailboxes.

However, when our customer contacts our service people directly, we still would like to handle those messages as a service requests and it should be signed to service user in question. 

Thanks for help



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