Stop Automatic Ticket Generation
In the K1000 6.0 is there a way to stop tickets from being generated when a user replies to an automated email we send out?
This is what happens now:
1) We make a ticket manually
2) Custom rule we created sends an email to user saying the ticket is made
3) Customer replies to automated email address with "Thanks"
4) New system generated ticket is made from the reply.
We want to stop step 4 in this process.
This is what happens now:
1) We make a ticket manually
2) Custom rule we created sends an email to user saying the ticket is made
3) Customer replies to automated email address with "Thanks"
4) New system generated ticket is made from the reply.
We want to stop step 4 in this process.
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Answers (1)
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Posted by:
chucksteel
9 years ago
If you include the ticket ID in the form of [TICK:id] in the subject of the email then their reply will be added to the ticket as a comment.
Comments:
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Hmmm tried this but it didn't seem to work. Still generated a new ticket - SteveMunsell 9 years ago
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Maybe the email address? if you have an ALT email address that is setup for multiple queues, maybe it sends the reply to the first queue ID in that order? - Wildwolfay 9 years ago
