Jitbit Helpdesk - Option: Inbound Emails are "For Technicians Only" : Ideas forum

Implemented Suggested 3/27/2019 by Ben Katz

13

votes

Option: Inbound Emails are "For Technicians Only"

We have a "support@" email address setup that goes into Jitbit. I suspect this is very common.

Clients emailing to this address expect their message to go to our staff and only our staff. However, this is not what happens.

If there are other users who are subscribed to the ticket, they'll be forwarded a copy of this email. Repeatedly, this has created embarrassment and more serious problems.

This could be resolved by having an option where we could set all inbound emails to be "for technicians only."

Alex 4/30/2019 2:48 PM Tech

There's a workaround. As you know, if an incoming email has "#tech#" in the subject line, the reply will be marked as "for technicians only" in the helpdesk app. So if you add #tech# to your email template (subject) replying to this email will also have #tech# and the reply will be marked "for technicians only".

Ben Katz 5/2/2019 10:42 PM

Would love to see this as a server-side option, but the "#tech#" trick is working. Thanks Alex.

Petr Vanek 7/22/2019 5:47 AM

The #tech# solution is important for internal conversations. Second solution is a human one: you do not vent about customers at all.