how does pop3 fetching work on replies

[radmamori]

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Using version 2.6.2

How does hesk handle a reply by a customer to a email generated by Hesk? Does it add the replay to the ticket?

Some systems i have seen have a line in the email that says to type the reply above the line.

thanks,
Rad

[Klemen]

Yes, email replies get added as a reply to the ticket.

HESK also shows a "reply above this line" message, but only if %%MESSAGE%% tag is present in the email template.

[radmamori]

Sorry its taken awhile to respond.

Thanks. %%MESSAGE%% tag is what I was looking for, it worked.

thanks again.

Rad

[TechCoder]

Using %%MESSAGE%% works great for the customer-side emails, but it is not working for the 'staff' side ones.

EXAMPLE:
Customer sends email to hesk@ourdomain.com - new_ticket.txt contains %%MESSAGE%% - customer can reply via email (not normal they would, but as the example, it works....)

new_ticket_staff.txt also contains %%MESSAGE%%
Staff member gets the email which contains the original message, though does NOT get the ------ Reply above this line ------ and CANNOT reply via email. If they do reply, a new ticket is created (which makes a mess!)

Am I missing something in getting this to work where STAFF can reply via email, or is this a planned feature that just works differently for customer/staff?

[Klemen]

Staff members unfortunately cannot reply to emails by design; this is for security reasons, explained a bit more detailed elsewhere on the forum in the past.

[TechCoder]

Sorry, I didn't find the additional info about it being a security thing, though I have explained to my Staff that it is "because we need to track your time spent on tickets, where we can better justify needing to get you help in completing them"

They were OK with that