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I have the default Plumsail trigger settings (only altered a bit the text on the body of message.
Please let me know if you need more information. the issue of new tickets being created in our queue when cc: respond to all is flooding our mail queue and is making it very difficult to manage the tickets that relate to the same issue.
Could you please tell me if you are using On-Premises version or Office 365 (Online) and if you are using Online version can you tell me the domain name where HelpDesk is hosted?
If you don’t want to share information publicly you can send a PM to me.
Basically our problem is that NOT all people involved in the email thread (from, cc, to) may be responding to the Plumsail generated notification (new ticket creation), but to the original email they received as cc:
When they reply to the email (Re: Ignore: test 19 Mars) not the Plumsail genrated ticket creation notification (Re: Ignore: test 19 Mars [#43]) it generates a new ticket in Plumsail (see screenshot)
What we would need solving is the following:
How can replies to original email can be included into the existing ticket?
Is there a way we can make a rule that:
provided that the email has same email addresses (from, to and cc: and title (excluding appendix for ticket number (in this case #43) can these massages be linked to ticket number #43 instead of creating a new one?
I don't know how we would educate users to just respond to the Plummail generated notification in order to avoid this problem.
Unfortunately the requests we receive rarely come from one just sender.
Normally replies to initial message from Cc shouldn’t generate a new ticket. Most likely you have some rule in your Exchange that overwrites email References header.
Our engineers will fix email processing on our side in a week to handle such cases.
Hi Oleg,
thanks for getting back this is much appreciated. Does it mean we do not need to do anything from our side? You will take care of this?
I have realised we have just 12 days remaining from trial period. could this be extended for a few more days? I need to provide feedback to my manager and time seems tight to conduct more tests once this issue gets resolved.
Please let me know.
Thank you in advance for your time.
Regards,
Val B
Yeah, when the fix is ready everything should start working as usual.
I’ve extended your trial license to April 21, I hope it will be enough, but if not please let me know.
The issue should be resolved now.
It was probably due to Exchange email processing, it overrides system ticket’s information according to its rules.
We have implemented a slightly different approach to the tickets search process.
Could you describe your issue with more details? It would be great if I could reproduce your case, because for now all work fine for me even if CC reply to the original message they received and not to a notification about ticket creation.
Also please try to reproduce the issue on your side sending messages to the HelpDesk auto-generated E-mail directly without forwarding. Does the issue persist?
@lauren.long, we checked the logs and in your case new tickets were created because customer's replies didn't contain [#TicketID] in subjects which is required. Ask the customers to reply to notifications from HelpDesk instead of continuing the initial correspondence.
