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Replies posted by philhuy

2 Replies

A
Contributor
ask.usContributor
posted in Archives - Freshdesk

every time customers reply a new ticket is created!!!

Any update?+++++ Forward this issueThe new EMAIL ticket feature, ie creating tickets with outgoing email, is having a major glitch.  If we send out an email with the subject line "This is an example", the requester has to reply to the email with the EXACT same subject line.  Any deviation will cause the conversation to splinter into a new ticket.  Many email clients automatically append RE: to the beginning of email subjects, or FWD: if the email was forwarded and so on.  This causes the conversation to splinter into a new ticket.We just had a case where the outgoing email had the Subject, "NN5449A", and when the requester typed his response, he accidentally erased the last "A" on the subject line, and replaced it with lowercase "a".  When he sent in his reply via email, it made a new ticket named "NN5449a".There needs to be other criteria for matching responses with tickets.

16
S
Contributor
7 years ago
A
Contributor
ask.usContributor
posted in Archives - Freshdesk

every time customers reply a new ticket is created!!!

+++++ Forward this issueThe new EMAIL ticket feature, ie creating tickets with outgoing email, is having a major glitch.  If we send out an email with the subject line "This is an example", the requester has to reply to the email with the EXACT same subject line.  Any deviation will cause the conversation to splinter into a new ticket.  Many email clients automatically append RE: to the beginning of email subjects, or FWD: if the email was forwarded and so on.  This causes the conversation to splinter into a new ticket.We just had a case where the outgoing email had the Subject, "NN5449A", and when the requester typed his response, he accidentally erased the last "A" on the subject line, and replaced it with lowercase "a".  When he sent in his reply via email, it made a new ticket named "NN5449a".There needs to be other criteria for matching responses with tickets.+++++++ Issue 2We are also having an issue of conversations splintering when requesters respond to ticket notifications.The

16
S
Contributor
7 years ago

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