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Hi,

how can I create a new ticket from an old email? I have emails from about two weeks ago that arrived at the wrong email address and I would like to combine them into a new ticket. But when I move the emails to the correct inbox, no automatic tickets are created.

Is there a solution for this?

Best regards

Olaf

Hi Olaf,

Rather than dropping the emails into the mailbox where emails generate tickets you need to Forward the emails TO that mailbox.

One thing to note, if you need:

For forwarded emails, use original sender as requester

You can find that option by going to the Workspace you are working in and selecting that option in:

 
Hope that helps,
Scott

Good point from Scott — forwarding to the correct support mailbox is usually the only way to generate a new ticket from old emails, since moving them won’t trigger ticket creation. Also make sure the “use original sender as requester” setting is enabled so the ticket links back to the right contact.

And on a different note, if you’re in Denver and need clutter cleared out, check out Junk Removal Denver, CO — Fast Junk Removal Inc offers quick, affordable service with free estimates.

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