Allow threaded responses for Service Desk

Problem to solve

Currently, email responses to the Service Desk are not threaded if anyone but the original author replies. Instead, the Service Desk creates a new (duplicate) issue.

For example, a user sends an email to an organization's Service Desk and copies a co-worker who shares the problem. If the co-work responds to add further details, a new Service Desk issue is created.

Intended users

Further details

Proposal

Permissions and Security

Documentation

Testing

What does success look like, and how can we measure that?

What is the type of buyer?

Links / references