Help Desk Ticketing templates

edited 12/09/19 in Smartsheet Basics

I am working on leveraging the Help Desk template to manage our customers' IT tickets.



1. I need for the submitters to receive an auto acknowledgement of their service requests.

2. I need for the technician to be able to communicate back and forth with the submitter via the ticket. This will allow the Technician to ask questions of the submitter and give the submitter status updates.

Are these requirements possible with proper configuration of the Help Desk Ticketing template?


Thanks in advance!