What are you even talking about?
"Why is your service desk raising tickets on behalf of users?!"
The user CONTACTS US VIA E-MAIL, what wasn't clear about that?
Sounds you might be trying to use a mail client as an ITSM here?
Why is your service desk raising tickets on behalf of users?!
Fair enough raise a ticket off a call, but of an email or chat - nah, that's just duplicating workload - if the user can write a message, they can raise a ticket.
Question
Si Veteran
Software posted here is compiled for Windows x64 Edition. Please post more applications, they need not be free!
Anti-Virus
Avast!
NOD32
Symantec Antivirus
Audio/Video Editing/Production
Cakewalk Sonar x64
VirtualDub
Benchmarks
CineBench
FRAPS
Desktop Customisation
WindowBlinds
Disk mangement
FileDisk x64 (Unofficial)
WinImage
File Compression
7-Zip
Squeez
WinRAR (latest beta has x64 shell extensions)
Firewall
Tiny Firewall 64
Games
Far Cry x64 upgrade
Graphics
POV-Ray
Networking
PuTTy x64 (Unofficial)
System Utilties
Filemon x64
OpenGL Extensions Viewer
Prime95
Process Explorer
Regmon x64
StartupMonitor64
O&O Defrag (Beta!)
Tweaking Software
TweakUI64 (Unofficial)
Web Software:
Mozilla Firefox (Unofficial x64 build)
Sun Java x64
Edited by SimonLink to comment
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