Few times per day we receive new tickets which are created out of
response to already existing ticket. We have to merge those with their
original sources. The issue lays within HTML tags, what we have
discovered in a following way:
1.
We use two kinds of Mail accounts
– Exchange (Outlook) and MDX
2.
We supposed that new tickets are created from
responses sent by MDX accounts
4.
Two responses were send and both were saved
correctly within one ticket record
5.
We have changed one option in settings of a
mailbox -> Compose settings, where we disabled option "HTML Compose".
6.
Two another responses were sent -> new
tickets were created.
DDoes anyone have any idea how to solve this?
