We're currently using ManageEngine's ServiceDesk ticketing system, which sends out technician responses as emails to users. Recently, we've noticed that users are replying to these emails using Outlook's 'reactions' feature, like thumbs up for agreeing or approving something. Unfortunately, since these reactions don't translate back into proper email text, we're losing those responses, and it's becoming a hassle. Has anyone found a solution for this issue? Is there a way to convert these reactions into something the ticketing system can understand?
4 Answers
Just remind your users that they're at work, not on social media. Sometimes, they need a little nudge to remember the context of their communications!
From what I’ve seen, when users react to ticket replies, those reactions do show up in our ticket notes. It suggests they’re being handled as email replies by the system. Maybe it’s worth checking how ServiceDesk is processing emails? Are these replies coming from an Exchange mailbox or are they being forwarded? In our case, we noticed forwarding seemed to work better.
We actually disabled those reaction responses for all of our users since they were just causing confusion. It seems like a silly feature for email replies in a professional setting.
It might be a good idea to submit a feature enhancement request to ManageEngine about this. If they could find a way to process those Outlook reactions properly, it would save a lot of headaches.
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