We would like to have the customer use traditional email responses to notifications from SMAX rather than click on the Accept, Reject or Add Comments buttons that are usually sent on ticket creation. The current feature to provide updates between the dotted lines is often missed and confusing to some end users (high end user turn over). This step will avoid any re-training to end users on responding to SMAX notifications.
There should be a way to watermark the email with the required codes to link the email to the original ticket. Also there could be a feature to look for keywords at the beginning of the body of the response email like ‘Accept’, ‘Reject’ or something else that can initiate the same behaviour as we have today.