Reply email not creating a new ticket

HelpDesk
1

Hi,

We just wondering how the Helpdesk works out whether to create a new ticket or update an existing ticket from an email. Today a staff member emailed the Helpdesk and a new ticket was created which we then reply. Then the staff member reply to that email removing the ticket number from the subject line, we were expecting the Helpdesk system to create a new ticket but instead it has add a new comment to an the previous ticket. is this the correct behaviour?

Thanks
Stefen

2

Hello Stefen! Such behaviour is by design. HelpDesk checks not only a ticket ID in the subject but also a message ID to which a new reply is sent (in e-mail headers). If that message was used to create a ticket, then the reply will be added as a new comment to it. To avoid adding a new reply to the existing ticket, we would advise creating a new message.