How to forward an email and have it update an existing ticket
Posted by M Braham on 09 July 2012 11:00 AM
Occasionally it is useful for a user/staff CP member to forward an email and have it update/form part of an existing ticket.

The helpdesk mail parser looks at the subject field of an email to determine whether it should be included as a ticket reply, or form part of a new ticket.

The example below shows what would need to be in the subject field of an email for it to update ticket #1. (Amending the ticket number and following description will ensure the email gets put in to the correct ticket)

Subject: RE: [#1]: Email instructions for helpdesk

It is important to keep the exact same formatting - i.e. "RE: [#xx]: Ticket title exactly as listed in the helpdesk"

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