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Which emails will Service Desk process? I noticed that if I move a message into the Inbox for the Service Desk that it does not seem to process the message unless I also mark the message as unread. But if I simply mark a message as unread it is not processed again.
I want to know how Service Desk determines if a message is "new" and also what I need to do to be sure that a message I move into the Inbox is processed by Service Desk.
Thanks, this would have been helpful a couple months ago -- we've since moved to another system. Maybe you can provide this information internally to your support people, or put it in your public documentation. Thanks again.
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