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eTicket CommunityGeneralGeneral Discussion (Moderator: jason)[RESOLVED] Client replies to ticket problems
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nsell
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« on: September 04, 2008, 04:44:14 AM »
Hey,

I've got eTicket setup to receive incoming support issues.  I also can respond to the trouble ticket through eTicket.  The problem is, if a client responds to my reply (like, "Thanks for your help.") eTicket creates another trouble ticket with "Thanks for your help." as the issue.  Is there a way to fix this problem?  Or can I somehow merge these tickets.  Please help.  This problem is getting really annoying.

Thanks
« Last Edit: September 29, 2008, 11:15:34 PM by beven » Logged
Hummdis
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« Reply #1 on: September 05, 2008, 07:38:51 PM »
If the user (or the users email app) is modifying the subject line of the message, that would cause this problem.  It would also cause this problem if the user creates a whole new email all together.

Do you know if this is being done?
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beven
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« Reply #2 on: September 06, 2008, 01:36:33 AM »
The ticket ID must be left in the email. If the client removes it. eTicket will create a new ticket. Theres really no way to prevent this unless you educate your clients.
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« Reply #3 on: September 07, 2008, 06:43:03 AM »
I agree. To stop this from happening on our install, we force our clients to use the web-based form only. They have no direct email access into the ticket  system.  This resolved that problem immediately.
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