Hi,
Email Manager is great and saves our helpdesk a lot of time. The one problem we have is that no matter how much we ask the helpdesk team they struggle to alter the issue/problem type once a job has been automatically logged.
This means our reporting goes out the window as we have so many jobs with the default issue type (the one that we set in the email manager template!)
This is probably a wish list item but it would be great if when they go into reassign that job or something that they are forced to update the issue field.
How do others get around this - or should we just be getting tougher on the staff!!!
Thanks
Joanne