I have a question about requestor ticket replies. We have a few vendors that will alert us of safety and security concerns from within our network. What we see currently is that a vendor will email an alert to the help desk, creating a ticket. An agent will reply to the ticket and according to our vendor they then reply back, but the vendors reply is never received. I’ve determined this is due to the ticket unique reply-to email address that is created for each ticket. We have confirmed with this vendor that SalesForce (their ticket system) does not recognize the reply-to field. Is there a way to fix it this so that the replies are received and added to the ticket?
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This would best be handled by our Support Team. Please submit a ticket to them. Here is the link to all the ways to contact them: https://community.incidentiq.com/dashboard-account-settings-55/how-to-get-in-contact-with-iiq-support-team-2230?tid=2230&fid=55
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