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How to track issues in service desk?

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October 8, 2018

The issue is the following.
We have all the incoming support emails turn into service desk issues.
Sometimes it happens that a customer does not just reply to the intial email/reply from our representative, but sends a new email related to the same issue.
How could we merge them and assign to the one initial ticket/issue and handle all of the matters within only such issue?

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Jack Brickey
Jack Brickey
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October 8, 2018

You will need to handle this manually.

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October 9, 2018

Not good. Thanks!

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Jack Brickey
Jack Brickey
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October 9, 2018

you can communicate to the customer to be sure to include the issuekey in the subject as this will make a comment in existing issue.

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