This issue has been added to our internal tracking system for further discussion.

Hello

Do you have any updates regarding this request?

+1 Jobs are missed or duplicated. Users should not have to check the Raw to see who else was sent the same request.

Gary,

Thanks for the post.

I'm not sure I understand why the TO is important? For a Help Desk, there is normally no TO especially when submitting via the Web Interface. A POP account has a one to one relationship with a Department so that is essentially the TO and normally how Help Desks work.

In addition, we also have Custom Fields available that are normally used to track all sorts of information that can be used and triggered all throughout SmarterTrack including reports.

If you explain what your doing, we may be able to help you understand how to make it work within SmarterTrack while providing you even more information and reporting.

We use the Email Importing feature in Departments. Our customers may email multiple people inside and outside our company creating duplicate work. To add to the confusion it is common for multiple tickets to be created as others on the TO and CC reply to all. I didn't see how to set an event for multiple TO addresses or to auto merge duplicate tickets. For this reason agents either look at the raw or view the email in outlook. Outlook also helps with the HTML formatting/social button attachments.