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Any way to link "reply all" email to the original ticket that has a support group in it?

alex_kokinalex_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.

Comments

  • Konstantin_Slavin-BoKonstantin_Slavin-Bo Customer Ninja IT Monkey ✭✭✭✭

    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.

  • Konstantin_Slavin-BoKonstantin_Slavin-Bo Customer Ninja IT Monkey ✭✭✭✭

    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.

  • Shane_WhiteShane_White Cireson Support Super IT Monkey ✭✭✭✭✭

    Plus 1 to @Konstantin_Slavin-Bo's suggestion

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