Drag and Drop Email

[ChrisDurham]

When I drag and drop an email from outlook client to a ticket on the helpdesk it deletes the email from my outlook - is there any way to stop this? It is sometimes useful to drop an email from a third party support company onto an existing ticket so that other agents can see the email chain.

[ChrisDurham]

I really just wanted a simple way to add emails as an attachment somehow - These would be emails from third party maintenance companies detailing their response to a ticket.

[FrankSc]

Chris Durham wrote:
When I drag and drop an email from outlook client to a ticket on the helpdesk it deletes the email from my outlook - is there any way to stop this? It is sometimes useful to drop an email from a third party support company onto an existing ticket so that other agents can see the email chain.

Hello Chris,
The only proper to way add a mail to the Helpdesk is by sending the mail to the HelpDesk e-mail account. If you add the Ticket ID to the subject of the mail, it should be recognized and added to an existing ticket.