How can I work with tickets in email?

The Engage ticketing system works with email, but there are some important steps required to keep all of the conversation tied to one request together:

• Reply to the ongoing conversation in email.  If you send a new email, it will create a new request.
• Use Reply All when replying to an email thread about a request.  This makes sure everyone who needs to see a response sees it.
  • If you use Reply, it will come to us as a "private comment", meaning that only the SCELC employee who is the main contact on the request will see it.
• If you want to add others onto the conversation, please CC them, and they will be added to the ticket.  Note: adding others into the To line will create forked or duplicate tickets in the ticketing system.
• Do not forward the ticket to someone if you don't want their replies to be seen by someone at SCELC. Forwarding does not break the connection back to Engage.