I’m looking for a feature that we found in ‘Cerberus’ Helpdesk, but not
sure what its called…
When an email/webif ticket gets created, it sends that notification to a
watcher or responsible person.
That person/watcher will get an email, which they can reply to from
their mua (blackberry, thunderbird, etc…) which will route it back
through the helpdesk app and reply to the user.
The helpdesk supporter did/does not have to login to the webif to answer
I’ve been looking for something else that supports this feature and/or
possibly a name…
Something like ‘email reply to created ticket’…
(does this make sense?)
Does this exist in RT?
Thanks in advance.