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HelpDesk Ticket Number Removed When Responding

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HelpDesk Ticket Number Removed When Responding - 16.Jan.2009 1:35:56 PM   
coldf1sh

 

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Joined: 16.Jan.2009
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Hi. We're using a third party helpdesk/ issue management software from Mediachase. We have an issue when an outside user sends in a support issue, the helpdesk system sends receives it, tags it with a helpdesk ticket number, then sends out the email to the helpdesk managers trough an internal email address, i.e. internal_alert@company.com. When you respond to this internal_alert email address, the ticket number disappears. When we were using Merak, we did not have this issue. The internal_alert email address is setup as a mailbox within our exchange. It looks like exchange bypasses the third party helpdesk solution when responding.

Please help! Thank you.
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