Updating Tickets automatically

2 Comments

  • Amy Waugh
    Comment actions Permalink

    I believe if the user hits reply rather than creates a new email it will update the original ticket rather than create a new ticket.

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  • Andrew J
    Comment actions Permalink

    Presumably you send an auto-response - if they have this, they would naturally reply to that, not send a new email with the ticket number in it.  If they do send a new email with the ticket number - use the merge option to pool these manually.  I suggest you add something to your auto-response to advise how your support works if you are finding this a regular issue.

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