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Script URL: hesk.com
Version of script: 3.5.3
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Hi unsure if anyone else is having this issue , I have searched but mine seems to be working other than the following .

We have 3 catagorys setup for different departments

I have setup email correctly - The customer gets the email ticket and can reply.

The issue is if a customer replys back to the ticket via email , Hesk pulls the ticket from the email - But creates a new ticket every time . I have noticed when it creates the new ticket its not created for the staff member assigned to the catagory ( 2 ) - instead it goes to catagory (1) .

It gives the ticket a new ticket number and also assigns it to catagory 1 staff members.

To note .

If i submit a support ticket to Catagory 1 , and then the customer replys back to the email it adds the reply back to the correct ticket and DOES NOT create a new ticket ( it works correctly )

Seems my issue is that when a customer replys back to an email after they have submitted a ticket to catagory 2 or catagory 3 , the reply goes back to catagory 1 ( where they cant see the original ticket ) and it basically creates a new one.

mrluke wrote: Thu Jun 12, 2025 2:37 pm To note .

If i submit a support ticket to Catagory 1 , and then the customer replys back to the email it adds the reply back to the correct ticket and DOES NOT create a new ticket ( it works correctly )

Seems my issue is that when a customer replys back to an email after they have submitted a ticket to catagory 2 or catagory 3 , the reply goes back to catagory 1 ( where they cant see the original ticket ) and it basically creates a new one.

Klemen has already answered in one of the topics that all email requests are ALWAYS sent to the first category.

The thing is, for an email to be detected as a reply, two conditions must be met:

1. ticket tracking ID must be in the email subject, and
2. email must come from the same email address as the one who submitted the ticket

If any of the above is not met, Hesk creates a new ticket instead of a reply. And new tickets always go to the default category in email to ticket functions.

Klemen wrote: Thu Jun 12, 2025 8:56 pm The thing is, for an email to be detected as a reply, two conditions must be met:

1. ticket tracking ID must be in the email subject, and
2. email must come from the same email address as the one who submitted the ticket

If any of the above is not met, Hesk creates a new ticket instead of a reply. And new tickets always go to the default category in email to ticket functions.

thanks for the reply

just to verify , as something doesnt seem right . Is the following meant to happen ? ticket id is in the subject and email is correct as i am responding to the email sent.

the following doesnt work

1.) customer goes on hesk website , clicks catagory 2 and submits a ticket
2.) customer gets an email to say a new ticket has been created
3.) customer hits reply on this email and types a message, the subject line includes the ticket id.
4.) after a few minutes the mailbox is scanned by hesk
5.) a new ticket is created under catagory 1 with the emailed reply .

the following works

1.) customer goes on hesk website , clicks catagory 1 and submits a ticket
2.) customer gets an email to say a new ticket has been created
3.) customer hits reply on this email and types a message, the subject line includes the ticket id.
4.) after a few minutes the mailbox is scanned by hesk
5.) the replied email is correctly assigned to the ticket.

That should not happen, no. Are you able to give access to your help desk (in private) to test and see what is going on?

Thank you , But no longer required !

I just installed the latest HESK , seems to have resolved the issue ?

All Tickets are now assigned to the correct ticket

Hi can some one assist me to sort out this ticket tracing please


Ticket tracking ID: 9TY-AVV-G741

You can view the status of your ticket here:
https://citsl.lk/csp/ticket.php?track=9 ... resh=53561

You will receive an email notification when our staff replies to your ticket.

Sincerely,

CITSL CSP

Your "Help desk URL" setting is incorrect in Admin panel > Settings > General.

The https://citsl.lk/csp URL does not exist.