[ZSD] Best Practices = 1 Sender, 1 Recipient, 1 Ticket. Creating a new Service Desk Support Ticket.
Summary
Sending initial email to cwsupport@cwilson.com which include other recipients can cause additional tickets to be created for the same request.
To request assistance, email cwsupport@cwilson.com WITHOUT ANY ADDITIONAL recipients. This will create your ticket.
If others are included, they will get your ORIGINAL email (without a ticket number) and may reply ALL, which will create a NEW ticket for THEM under the same issue.
In this example, ZEN user Replies All to the original email sent from Dude to ZEN & CWSupport.
An additional ticket #120382 is created under ZEN for the same issue as Dude's #120381.
Once the ticket email is received, Dude can include ANY recipient when replying or forwarding.
*** When an email includes recipient cwsupport@cwilson.com,
ONLY reply or forward the email with the TICKET number the the subject line.***
IE. Subject: ' CW Ticket #120381 How does support ticketing work? (Pending) - Created '
- Including CWSUPPORT and new recipients in the 'ticket email' will UPDATE the ticket with
the new information so everyone in the chain can stay informed.
- Removing CWSUPPORT from a reply or forward 'ticket email' will not update the ticket
and is treated as just another email.
Best practice: 1 Sender + 1 Recipient = 1 Ticket.
Happy Ticketing!
See also How to Create a Support Ticket
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