Idea ID: 2857565

Change incident ticket status from email subject line

Status: Accepted

ZSD v8.4 will have the capability for Customers to reopen tickets from the Customer Portal.

See status update history

Hello,

Would be nice to have possibility to change Service Desk incident ticket status by replying to auto-generated Service Desk email by email. For example, on email reply put in subject line Service Desk ticket ID #number and tickets new Status (Status:closed or resolved). In that way it would be easy for external customers/partners to reply on auto-generated Service Desk email with solution in email content (who will be added to Service Desk Note section) and change incident ticket status by providing it in emails subject line (example: Status:Closed).

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Parents
  • We will be adding the privilege to allow Customers to reopen closed tickets via the Console in the upcoming release ZSD v8.4.
    Afterwhich we'll expand to making status changes via email.

    Paul Pedron

    Micro Focus Product Manager

Comment
  • We will be adding the privilege to allow Customers to reopen closed tickets via the Console in the upcoming release ZSD v8.4.
    Afterwhich we'll expand to making status changes via email.

    Paul Pedron

    Micro Focus Product Manager

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