alex_kokin
Member IT Monkey ✭
Any way to link "reply all" email to the original ticket that has a support group in it? We would like to avoid lots of extra tickets.
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Comments
If you have the case id in square brackets, eg "Case [IR123] assigned to your support group", in the title of the mail, the Exchange Connector will add any replies to the ticket, instead of creating a new ticket.
If you use the MS Exchange Connector, please note that mails from anyone who's not the Affected User will be added as an Analyst Comment - no matter whether they are an analyst or not.
Apart from that, we have a number of rules on our incoming mailbox, which filters out mail that we don't wish to process, e.g. mails where the mailbox is not the only recipient (unless a case id is present in the title), as well as some other rules. This takes care of a lot of the issues we had with duplicate tickets etc.
Plus 1 to @Konstantin_Slavin-Bo's suggestion