Replying to Response/Reply Template is generating new ticket

bsimsek

Hi There,

We are using latest version 1.15 os ticket in the system. One of our clients has group e-mail which they generate ticket by logging into the OS Ticket customer portal. When the agent respond to the ticket, the client receives the notification and reply back from his mail address via outlook mail account. Even though ticket subject and external ID matches(since he directly replies to the response mail) system generates new tickets.

I have replicated the scenario and added screenshot in the attachment with the reply response template as well.

Please let me know whether is it something related with the template or coding?

bsimsek

This is the generated new ticket

ntozier

My guess would be that the User (client) replying is using an email that is not already on the ticket. ie the email they are using is not the email that the ticket was opened with, and the email is not a collaborator on the ticket.

bsimsek

Yes, the user is not added as a collaborator in the ticket and the ticket is opened by the group mail address but not with the user mail address.

So from my understanding, matching the ticket subject and ticket number is not only enough to append the answer into the existing ticket but user has to be either collaborator or the ticket owner?

Is there any way to adjust this in the system?

ntozier

If the user is not a collaborator or owner of the ticket it will always create a new ticket.