Helpdesk Pulling two seperate emails into one ticket thread

assassinlynx

Hi,

Above is my helpdesk information, We use IMAP with Oauth2 with a shared mailbox. We have been experiencing an occasional bug where two seperate emails with similar subjects are being pulled into the same ticket thread. They are seperate emails in the mail box, sent by the same person but they get pulled into one ticket thread. It happens only occasionally and when it does, I have to change the owner of the ticket along with removing any collaborators to stop the thread from being reopened. Then it will resume and start opening seperate tickets. I'm just wondering if there is anything that can be done to stop this in the future?

This happened on our previous version (1.14.x) and even after upgrading it hasn't seem to be able to stop it.

KevinTheJedi

assassinlynx

I would assume one of the emails references the other in the headers of the email. We use In-Reply-To and References headers to match emails to existing threads. If this is the case you cannot prevent this from happening unless you modify the code but then you'll potentially break threading as a whole.

Cheers.

MartieN

Hi, we have the same issue where different emails from the same email address are occasionally merged into an existing ticket in stead of separate tickets. The emails have different Subjects and different attachments. They don't reference each other in the headers of the emails. Why does it happen and how can we prevent it?

KevinTheJedi

MartieN

It has to reference it somehow. Either in the In-Reply-To header, References header, or ticket number in the subject.

Cheers.