Outlook Conversations

Please use a consistent subject when emailing updates about tickets, so that all emails regarding the same ticket are grouped in the same conversation in Outlook.

Curentley when a ticket is created you get a email with a subject like 1. however any notes have a subeject that looks like 2. as a resault the emails are not grouped together in the same conversation in outlook.

  1. Ticket Assigned -  TicketName
  2. New Comment - [#12345] TicketName

What would be better is if all emails about the same ticket have the same subject
"[#12345] TicketName"

1 Comment

Hello Jonathan,

You'd be able to modify the subject lines of most of the automated emails from the Admin -> Email notifications -> Agent notifications section. Please give it a try and let me know if it helps!


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