Technician respond to request via Email

Technician respond to request via Email

we are currently using Spiceworks and are migrating to SDPMSP. we rely heavily on the ability to respond to tickets via email, and this feature does not work in SDPMSP.  If a requester sends an email to servicedesk, the technician assigned gets an email saying something along the lines of "Requester has responded to the request assigned to you with the following information: " the technician can then reply to that email, and whatever the technician replies is added to the request in servicedesk, but it is marked as private, and does not show to the requester. this issue is very important and we desperately need it. below is a link to the same problem, but with SDP (not MSP).

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