Email Piping
Gosh, it seems like ages since I last had a rant - long overdue!
So, email piping is still rubbish.
A 9 month old, closed ticket with the title "New blogs for website" just updated with a new email with the title "Blogs"
This means no new ticket received email and only the original agent being notified.
Is there any hope of any improvements to email piping? Either basing it on putting the ticket number in the email subject or forcing a new ticket when the original is closed?
This is one significant reason we are holding off on switching to FluentSupport.
Email Piping does not rely only on the ticket number. When an incoming email is processed, Fluent Support first tries to identify an existing ticket using the message/ticket reference. If that is not available, it can also try to match an existing ticket from the customer by the email subject/title.
In your case, the new email subject “Blogs” likely matched the older ticket title “New blogs for website”, so Fluent Support treated it as a reply to that old ticket instead of creating a new ticket. Since that ticket already had an assigned agent, it updated the existing ticket rather than triggering the normal “new ticket received” flow.
For now, you can prevent this specific partial subject matching behavior by adding this filter:
add_filter('fluent_support/ticket_partial_match', '__return_false');This will stop partial subject matching, so a shorter subject like “Blogs” should no longer attach to an older ticket titled “New blogs for website”.
I’ll forward this as an improvement request to our development team so they can review the email-piping matching logic and consider improving this behavior in a future update.
Ahsan Chowdhury thanks, I'll give it a go 😊
Ahsan Chowdhury I'm afraid the added filter doesn't appear to have made any improvement.
Email subject "New blog" updated very old ticket "New blog - Seeing your future home before it is built..."
To make email piping effective it should:
- update existing tickets only when #ticketnumber is in email subject
- create new ticket when no #ticketnumber identified in email
- create new ticket when original ticket is closed regardless of matching
I'm running into this issue as well and found this thread while looking for solutions. Now the email piping is matching email subjects to tickets with email addresses different from the sender's!
I love the ability to forward emails from non-support addresses since it's hard to train clients to use a specific email. It will be even harder to get them to use unique subject lines lol.
Some solutions I expected to find:
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Could there be a setting in the piping that any email piped in using the Fluent support email creates a new ticket by default? Then I can just merge tickets. Typically, after a ticket is made, we reply from FluentSupport, and the email comes from our support address, so everything from there on stays in the thread.
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Could there be a message I put in the email before the forwarded message that triggers a new ticket? For example, I could type "new ticket," and Fluent would automatically create a new one.
There has to be a solution because, as others mentioned, I may need to look for a new service.
Jaiden Navarrete yes, we have a client who just doesn't "get" subject lines - always blank - so all his requests get assigned to random closed tickets.
Forcing it to create a new ticked instead of updating an old one would be so useful.
Could email piping be given some attention, Shahjahan Jewel ?