I’m having a problem where emails that contain the exact same subject line as those created by the system (including the ticket number), are raised as new tickets, and not appended to the existing ticket.
I haven’t yet setup the ticket ID prefix, and wanted to ask how others have this setup.
I was hoping to use a symbol, like an additional #, but that’s not permitted - how have you all set this up?
Hi
I hope you are doing well :)
I understand that you want assistance on adding prefix please try copy pasting this i#{{ticket.id}}]; do let me know if you are facing any issues.
Feel free to respond to this thread for any queries :)
Thank you
Thank you, that’s sorted it - I was mis-reading the documentation, thinking that I needed an extra prefix.
I appreciate your quick reply!
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