Agent Reply Creates a New Ticket instead of adding to current ticket thread

Nathan34

I have a team with two agents and each agent gets the email notification for ticket assignment, but when an agent responds a new ticket is created with RE: (rest of the subject) and it isnt assigned to anyone. Is this by design, and if it is, is there a way to have agent replies to assignment emails be added to the original ticket thread instead?

KevinTheJedi

Nathan34

Agents must login to the helpdesk to add replies there. At best they'll be added as Internal Notes that will not display to the User or create a new Ticket as you've described.

Cheers.

Nathan34

KevinTheJedi Thank you for the confirmation. This may be a stupid question, but how would I get the reply to post as an internal note? It's currently not doing that and only creating a new ticket.

KevinTheJedi

Nathan34

Then it seems the email headers aren’t referencing the thread correctly. What did the Agent Reply to exactly?

Cheers.

Nathan34

Specifically, the Agent ticket assignment notice.

KevinTheJedi

Nathan34

Ah, they really shouldn't reply to that. Instead, they should reply to a New Message alert or something like that. They really shouldn't reply via email at all tbh.

Cheers.

Nathan34

KevinTheJedi Heard. Thank you.

JuVDC

Hey @KevinTheJedi I just had the same issue, an agent replied by email to the assignment notification ( i know it better they use the portal - i keep guiding them to it), and it created a new request by the agent as an end-user. I would have assumed that replying by email would create an internal note on the original ticket, no?

KevinTheJedi

JuVDC

Depends on the headers, etc.

Cheers.