Email client and threads

EcoTechie

Hi, I can't seem to find any information on the forums or Wiki about this. I am creating a ticket through email (as a client), when I reply to the ticket from the dashboard (as an agent), it creates a new email with Re: prepended. It does not thread the initial reply. If I reply again (as an agent) same thing. A new email with Re: prepended. As soon as I reply (as a client) to any of those emails, threading starts working.

I'm using the latest version of osTicket v1.14.3 (f4f5bc6) with a remote email service (Migadu).

I did remove the ticket number from the Response/Reply Template's title, so now it's Re: %{ticket.subject}.

Ultimately, I'd like clients to only use email for communications. Thanks for any input you may have on how to solve this.

ntozier

Generally speaking emails work better with the ticket number in the subject.

How does osTicket determine if an email belongs to an existing ticket?

TLDR; reference id, subject, message id and in-reply-to are all taken into account in different ways.

More in depth:
osTicket checks message-id first and tries to compare it to existing message-ids. Then it checks the reference-id and in-reply-to and foo. Lastly if all else fails it checks the message subject for the ticket [#number] to see if it matches an existing ticket.

So by removing the Ticket number from the subject you have eliminated one of the says that it tries to match emails to a ticket. If you are not replying to the most recent email and or using an email client that is doing something to the message-id etc then that would result in an email that the system cannot match to an existing ticket and result in a new ticket.

EcoTechie

Thanks for the info. I'll look around at the email headers more and see if anything is missing. To be clear though, I'm only having issues on the initial reply to a client's email. So if they send a "help" email, instead of threading when I reply (the first time only) it creates a new thread titled "Re: help". From then on it all works as expected. Seems there is an issue linking the original email to the first reply from osTicket.

I'll run some more tests later today.