In the past when you responded to an email from the Helpdesk about a specific ticket, someone had to find your ticket, and copy your email into it so the technician assigned to your issue would see the lastest information. As of Wednesday, 09/09/2015, this can be a much faster process. When you reply to an email from the Helpdesk about your ticket, it will automatically be added to your ticket, and the assigned technician will receive notification that there has been an update from you. This method will only work if you reply to an email from the system. If you send an email to the Helpdesk about your ticket that does not have the correct subject line format, the system will create a new ticket, which may delay the resolution of your issue. The emails from the Helpdesk system look like this:
From: Helpdesk [mailto:firstname.lastname@example.org]
Sent: Thursday, August 20, 2015 3:29 PM
To: Your Name
Subject: Ticket 499799 Open –> The description of your issue
We hope that you will find this new functionality easy to use, and that the progress of your tickets to resolution will be faster.