Merging tickets using email headers
This issue is causing us a lot of problems.
For example a user sends an email to the helpdesk cc'ing his manager. His manager replies to all with an update of some sort. This causes 2 separate tickets to be created in the helpdesk. When there are multiple people CC'ed and a lot of them reply all, this issue is becomes a huge problem.
Our old helpdesk software was able to merge tickets based on the email headers "Message-ID", "In-Reply-To", and "Thread-Topic". It would merge them if these matched, causing no duplicates to ever be created, only appended to the original ticket that was created.
Please add this to a future feature. Thanks.
For example a user sends an email to the helpdesk cc'ing his manager. His manager replies to all with an update of some sort. This causes 2 separate tickets to be created in the helpdesk. When there are multiple people CC'ed and a lot of them reply all, this issue is becomes a huge problem.
Our old helpdesk software was able to merge tickets based on the email headers "Message-ID", "In-Reply-To", and "Thread-Topic". It would merge them if these matched, causing no duplicates to ever be created, only appended to the original ticket that was created.
Please add this to a future feature. Thanks.