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