hadzo Posted December 7, 2015 Report Share Posted December 7, 2015 I integrated support tickets with my email. Every email sent to that email address will be opened as a ticket. But when a customer replies the reply is opened as a new ticket. Other solutions assign a unique id and change the subject of the email that is the notification sent out to the user notifying him that the ticket has been received will contain a unique subject id so that every email send back and forth will be tied to the same ticket id. Quote Link to comment Share on other sites More sharing options...
Michael Posted December 7, 2015 Report Share Posted December 7, 2015 sounds like you are missing the unique ticket ID hash: {ticket_hash_code} Quote Link to comment Share on other sites More sharing options...
Tyson Posted December 7, 2015 Report Share Posted December 7, 2015 Other solutions assign a unique id and change the subject of the email that is the notification sent out to the user notifying him that the ticket has been received will contain a unique subject id so that every email send back and forth will be tied to the same ticket id. From what I recall, this has always been supported by the Support Manager. As LicenseCart mentioned, you should check your Support Manager email templates to ensure the subject contains the {ticket_hash_code} tag as described here. Michael 1 Quote Link to comment Share on other sites More sharing options...
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