Incoming Mail to be Internal

[Tim Patrick]

Is it possible to set the incoming emails into the Service Desk tool to be set as internal comments?

This would be there would be 2 different parts:

• Any response to an email notification from a client should be a public comment
• Any response to an email notification for an internal user should be an internal comment

[Gaston Valente]

Tim,

That's an interesting feature, i think that this is not possible now but you can post a feature request.

What you can do is to create an standard mail handler with another email and instruct the team to reply to this address.

[Tim Patrick]

Just to confirm, would this be to set up a different email address for internal staff to reply to?

If so, that would be open to easy mistakes as they would need to change the email address every time they replied. I am looking to build and intuitive system, and one that is easy to use, whereas something like that would not be accepted by the business.