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author's profile photo Gary King
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Gary King
Nov 17, 2009 at 12:35 PM

Auto-open 'Completed' Service ticket based on tracking text in email...

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When sending out e-mails we embed a so called tracking number into the end of the e-mail text saying something like:

  • DO NOT DELETE ***

Ticket No. [[1234567]]

  • DO NOT DELETE ***

This is pretty common, I believe, and how this is achieved is documented in a number of places.

However, if a client responds to an old email containing a tracking number then the e-mail is attached to a 'Completed' service ticket, but the agent responsible will not be aware of this as it might not show in their Inbox.

An agent regularly tracks new e-mails so will pick up on this, but then has to re-open the service ticket before the agent responsible (ususally another agent) can see it and respond.

What I would like to achieve is to automatically have ERMS re-open the service ticket that the new e-mail is assigned to. In this way the agent responsible will be notified immediately and there is no manual intervention required, as such.

Has anyone done anything like this before?.

With regards

Gary King

Edited by: Gary King on Nov 17, 2009 5:03 PM