Email piping - new ticket or response
How does the email piping feature decide on whether to open a new ticket or consider an email to be a response to an existing ticket?
We're seeing the same ticket being used for different email subjects, because the subject starts the same...
"The Wedding business box - July’s docs" re-opened a ticket titled
"The Wedding business box - May’s training"
...when it really should have been a new ticket.
We'll take the filtered string length and get a fix implemented asap. Thanks a lot for catching this one!
Rasel Siddiqe Has this been done? It doesn't seem to be any better.
Could there be a way to force email piping to start a new ticket if the old one has been closed?
Has this been solved ?
Nicolas D I've not seen any improvement. Particularly annoying when emails with no subject get added to old tickets with a subject!
Would be so much better if you could set a rule that closed tickets are not updated by emails and instead new tickets created.
I'm trying to encourage our users to use the portal rather than email 😊
Nicolas D just to prove it - email received this morning, subject "site update" - updated a ticket titled "Site Updates 08/25" that had been closed over a month ago.
Sat waiting for the original responder to see it, rather than go in the new ticket queue and get resolved within minutes rather than hours.
Any hope of email piping improvements in the next update, Rasel Siddiqe Shahjahan Jewel ?
Jonathan Gwyer tx for your feedback, hope Rasel Siddiqe can fix this soon