16-Jun-2015, 18:44
(This post was last modified: 16-Jun-2015, 18:47 by Rufus McDufus.)
(16-Jun-2015, 16:48)f1eng Wrote: On their emails it asks for the reply to be "typed above this line" or reply somewhere on the web site (I have not used this method for a while). Doing this I have not had the problem somebody mentioned of replies implying not knowing the history. FWIW.
Actually - good point. This implies they're using a trouble ticket system with an email handler as you need to put the reply in a specific place within the body of the reply message. They're probably just not always skimming back over the ticket to see what information has already been provided. This could well be because they're totally overloaded but it does rather defeat the object of recording the previous communication if they ignore it.
[edit] - they're using help desk software called Zendesk. It mentions it at the top of an email reply to me!
