We have an Agent who would like to forward an email to an open ticket so that she has visibility on that email from within the ticket. She would like that email to be a part of a pre-existing ticket and not to create a new ticket. Is this a feature in IIQ that is supported? If not, Has anyone found any valid workarounds to accommodate this?
We do not currently support this kind of functionality. Forwarding an email to Incident IQ will generate a new ticket. All email communications on tickets should be done through replies to the ticket notification itself.
Can we have this added as a feature request? I know for our organization we have had this with prior tools and found it very helpful for our workflow.
Of course… you can add this idea to our idea exchange here:
It’s been 8 months since people have been requesting to add a function to forward emails to an existing ticket, was their ever a fix yet?? other ticketing systems have this function. it would make sense to add this function because users are not tech savy and don’t always reply to the existing ticket.
The more votes and comments an idea gets, the more likely it is to get across the finish line. 😄