If an end user submits an Incident Request or Service Request through email (to itsupport@houstonmethodist.org or helpdesk@houstonmethodist.org) and your team is copied on the email, please do not respond to the email to get more details.
If you do, this will not be captured within the original ticket and will actually open up a new ticket. Please wait until the ticket is assigned to your team to get more details. This way, it will be captured in the Conversation History of the original ticket.
