Hi!
By default, all e-mails sent to the monitoring mailbox are automatically recorded as IM and EM tickets.
We are committed to each email will be recorded as EM ticket in the first place. IM or PM tickets will be created only if members of Service Managers group will decide If that is the IM or PM ticket.
How can we accomplish that scenario?
Please contact with me only by email.
Best regards,
Mateusz