Hi all,
Just installed Spiceworks for our US operations and love it so far. I used to use it a long time ago and we are starting to use it here at this company now. Everything has gone great so far but I am running into a few issues when a user sends an email to our helpdesk email address.
1. User sends email to xxxx@xxxxx.com to open ticket
2. Ticket is received by xxx@xxxxxx.com and ticket is auto generated
3. The helpdesk admins receive an email about the open ticket
4. End user is not notified of ticket creation after they send email
5. End user does not receive email updates when ticket is updated
6. End user only receives updates/open notifications when they use the portal
I would like Spiceworks to notify the user that the ticket has been opened when they send the helpdesk request to xxx@xxxxxx.com along with updates on the stage of the ticket.
Email settings are all good like I said they do get emails when using the portal just not when they send in via email. All admins get emails as well fine and the incoming mail settings are fine because the ticket is created when sent in. All notifications are setup properly (I believe see attached) for the end user as well.
Thank you for the help
Matt