+5Hi everyone,
We’ve set up the following workflow:
The issue is that when Requester B replies to that email, instead of their reply being added as an update to the original ticket, a completely new ticket is created.
Does anyone know how to fix this behavior so that replies from the requester are correctly added to the existing ticket instead of generating a new one?
Thanks in advance for your help!
Best answer by Daniel Söderlund
Hi everyone,
We’ve set up the following workflow:
The issue is that when Requester B replies to that email, instead of their reply being added as an update to the original ticket, a completely new ticket is created.
Does anyone know how to fix this behavior so that replies from the requester are correctly added to the existing ticket instead of generating a new one?
Thanks in advance for your help!
Contact the support and ask them to enable mail threading for your account/domain.
This to work you need to add the ticket number in the subject you send out with your workflow example [#INC-123154] ( use place holders )
+14Hi everyone,
We’ve set up the following workflow:
The issue is that when Requester B replies to that email, instead of their reply being added as an update to the original ticket, a completely new ticket is created.
Does anyone know how to fix this behavior so that replies from the requester are correctly added to the existing ticket instead of generating a new one?
Thanks in advance for your help!
Contact the support and ask them to enable mail threading for your account/domain.
This to work you need to add the ticket number in the subject you send out with your workflow example [#INC-123154] ( use place holders )
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
