Email piping subject matching still awful
This is so annoying. I love FluentCommunity, really excited about FluentCart, rely on Forms and CRM...
But email piping continues to be a disaster.
New request today, email subject "The Wedding business box - content issue"
Reopens and updates a ticket closed 4 months ago, subject "The Wedding business box - July’s training"
Fortunately, the agent who closed the ticket 4 months ago is in today to get the notification.
- Subjects should be matched fully
- Need ability to lock closed tickets
- why not put ticket number into reply emails so that it can be used for matching
Last night, an new ticket email with no subject updated a closed ticket with the subject "search"
Tried logging with support - they cannot recreate it 🤷
Add ticket id here?
Hey Jonathan Gwyer we figured out the snippet to ensure full matching on the subject line.
add_filter('fluent_support/ticket_partial_match', function($partialMatch) {
return false;
});
You can add it with a snippets plugin or edit the fucntions.php file
Rasel Siddiqe thanks - I'll try it out and see how it goes 😊
Rasel Siddiqe What happens if two different emails (e.g., "forgot password") have the exact same subject line? It seems likely to occur for larger organizations with lots of support tickets. Jonathan's idea to include the ticket # in the subject seems like it would prevent such issues.
Hello Rasel Siddiqe
We've been trying this, just had a 9-month-old ticket subject "Add new guests Chris & Ty" updated by an email subject "new guests"
Putting the ticket # into the subject of emails sent out and using that to match would be a huge improvement.