Re: Reply to Email Creates New Ticket
Posted: Tue Feb 13, 2024 7:59 pm
For the email to be detected as a reply, TWO factors are considered:
1. the tracking ID must be in the subject of the replied email
AND
2. the email must be from the same email address as the one creating a ticket. So, if a ticket was created by john@example.com, then only replies by john@example.com will be considered replies to the ticket.
Also, note that staff cannot reply to tickets; only customers can (again, with the above two limitations)
1. the tracking ID must be in the subject of the replied email
AND
2. the email must be from the same email address as the one creating a ticket. So, if a ticket was created by john@example.com, then only replies by john@example.com will be considered replies to the ticket.
Also, note that staff cannot reply to tickets; only customers can (again, with the above two limitations)