Reply to Thread in Forum opens new ticket

Hey Philippe, 

From your comments, I understand that you tried to reply to the forum notification via the email client. In that case, it will usually create a ticket as it is replied back to the support email address which is why we have a Call To Action - 'Reply' in the email template. It will open the forum topic in the portal directly allowing the users to reply to the thread. 

@sajesh,

I understand what's in place now, but I honestly don't think it's clear enough especially now adays. The majority of products out there allow you to reply to an email and have it included into the appropriate location. Even Freshdesk does this for emails, so if you have "trained" a customer to reply via email to information that comes from the tool, they will do the same for the forum replies unless explicitly told otherwise.

My honest suggestion is a work around. The long term solution should be to differentiate the replies and include them back in the forum thread so that a single method can be used and an email template that could be modified as your ticket emails can. The workaround should be a warning that should at least tell them to click reply and NOT to reply to the email. It's not explicit and people take the easy way out on a regular basis. The email should have a warning of some sort -- changing this should be pretty easily to do globally since it's a single line in an email that's standard across your platform.

If, under the "reply" button the email said:

Please do not reply to this email as this will create a ticket and not be linked to the forum request. In order to reply to the forum, please hit the Reply button above."

You (and us, as your customers) would be able to avoid redundant tickets and the end users who receive the notification would be explicitly guided with a clear message.

Thanks