Hi All,
I hope you are doing well.
I wanted your opinion on the ticket creation and replies from emails.
I had this enabled for some time but I don't know how good it is.
I ask for your feedback.
Basically creating tickets by forwarding an email to this ticket mailbox is quite handy.
But how is it if a user starts abusing it or more so copy this email address in the email thread with 10 people in it.

I reckon different email clients on reply on forward can change the subject line a little bit what would as I understand trigger a new ticket.

In our case we are still dealing with support requests via email and I don't think this will change soon so we are in this limbo of emails / ticketing system.
Basically I want to find out from you if it's usable when people start copying this ticket email address in their replies to other people. I have to instruct them accordingly.
Best regards

      VerusAutenticus

      I guess I don't fully understand your question. If you could provide more information that'd be helpful.

      I will say that simply changing an email's subject does not trigger a new Ticket. We match on the Message-ID, References, and In-Reply-To headers from the incoming mail. If there are no References or In-Reply-To headers (or they don't match anything in the system) and the Message-ID cannot be decoded (ie. did not originate from our system) we then try to use the Ticket Number from the subject (if exists) as a last resort. You can read more about this here:

      Cheers.

        7 days later

        Hi again, I still think this has to be used carefully.
        Copying the ticket email address is out of the questions because if you or someone else closes that ticket and a client happens to reply to the same email thread where ticket email is copied in the system will simply create a new ticket.
        I think only forwarding of an email to create a ticket is safe otherwise the tickets have to be kept open or on hold for indefinite amount of time until a particular email thread dies.

        It also happens that a lazy user don't even bother creating a new email thread and after months he/she just searches for the last email thread they had with the support representative and just reply to it with a new issue.
        Unless there are some other techniques to prevent the abuse of this facility.

        Write a Reply...