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Email to Ticket Questions

  • 23 October 2023
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I have questions for anyone who is actively using Email to Ticket.

We have a lot of custom fields in tickets because we require specific information in order to work many of the tickets. Do you find that you waste a lot of time trying to get the information you need in order to resolve a ticket? I am worried that if I activate this and people just starting emailing in tickets that we will get flooded with uncategorized tickets with little information and end up endlessly sorting tickets to the right teams and categories.

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Best answer by Kathryn Carter 25 October 2023, 21:26

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Userlevel 7
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@Amy.York Thank you for submitting your question to our community! 😄 

If your ticketing workflow is very detailed, I believe allowing emails will not be ideal for you and your agents. I am curious about what other districts are using as well! 

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