Hesk tool - EMail to ticket converting issue

[Rajesh]

In Hesk tool we need some suggestions,

In Email to ticket converting: if client send an E-mail to our help-desk mail to create a ticket , its creating ticket fine.
Then client received acknowledged mail with track id. If client replies on that same mail, same track id getting updated.

if any other persons of our team mates replies on that same acknowledged mail, new ticket getting created instead of updating on same tracking ID.

any solution can you provide?

[Klemen]

To be considered a reply and not a new ticket, Hesk looks for two things:

1. it needs to find the ticket tracking ID in the email subject: [#%%TRACK_ID%%]

2. the "from" email needs to be the same as the email address that was used to submit the ticket. For example, if ticket was submitted by one@exmaple.com and reply comes from two@example.com it will create a new ticket.

If you want to remove condition under 2., you will need to edit file /inc/pipe_functions.inc.php and delete/comment this code from the file:

Code: Select all

	        // Do email addresses match?
	        if ( strpos( strtolower($ticket['email']), strtolower($tmpvar['email']) ) === false )
	        {
	        	$tmpvar['trackid'] = '';
	        }

[Rajesh]

Now working fine. Thank you for your prompt response.

[Ayon]

Why didn't I think about that before? I have suffered from this shortcoming for a long time. In my case, the replies are working OK. It is when the persons CC'd do a reply to the original email that it creates a new ticket. I have not tested this hack yet, but logically it should work as a temporary fix. The danger is that someone can spoof it with a counterfeit matching the original emailer.

Thank you.

[Klemen]

They would still need to know the correct ticket tracking ID to submit a reply, so it's hard to spoof, but matching email is an extra layer of protection.