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Feb 20, 2018 at 10:59 PM

Issue with auto ticket creation.

103 Views Last edit Aug 31, 2020 at 12:12 PM 2 rev

Hello Experts,

Need your help,

We have an issue with auto ticket creation.

When customer replies to the email somehow the subject is changing by adding [EXT] or [EXTERNAL], with this system is creating new ticket, where it is supposed to attach the reply to the existing ticket.

How to stop creating new tickets for replies from customers.

Thanks in advance.