ServiceDesk

Our PC Tech's are pressed for time and they don't document their resolution for an SD incident immediately. When an incident is assigned to a tech they are notified via email, is there anyway for the tech to reply to the email and have the email automatically update the SD incident with the details?

If your organization is using the Email Monitoring process (where you have a dedicated email inbox that routes emails requests to your ServiceDesk server), then your PC Tech's can just reply to the initial email they received from the ServiceDesk and include any details needed.  The "reply code" at the bottom of the email would normally facilitate the insertion of these email responses into the corresponding ticket history. Do your ServiceDesk emails include a reply code?