CC responds = new ticket

Hi,

Whenever you send a ticket via CC to another recipient and the recipient responds to it, a new ticket will be created. This is how the plugin works. When a recipient is responding to the ticket the ownership is changed and thus a new ticket is created and the new ticket will have the same subject.

Hope this answers your query.

OK. This is of course a pity and could mean that we cannot use the ticket system. Communication with several participants is therefore not possible.

Could this be adjusted so that CC responses are assigned to the same ticket? Possibly by adapting the programming?

Hi,

When the CC responds to the email, the owner of the email is changed and hence it will create a new ticket. If we change this the entire functionality of the plugin will be affected. So currently, we cannot take up your customization request.

Your understanding on this is much appreciated.

i am interested in this issue. i understand how the system works and why it creates a new ticket as well.
however, can’t you collect or merge tickets by ticket number and title instead of the requester email?
So when CC responds to the email, it should contain the same ticket ID and title in the email header, then it goes into the current ticket.
i hope this make a sense to you.

my company is looking for a ticket system that handles CC well.
i can say, your plugin is the best one among the others so far. thanks,

• This reply was modified 6 years, 3 months ago by purelink.

Hi,

Thanks for your interest in our plugin. We have discussed and did a feasibility study on this customization with our developer’s team and confirmed that we can do this customization of merging tickets into one single ticket if a CC responds to the email.

Please let us know once you purchase the premium version of our plugin so that we can expedite this customization and get it done within 2 weeks time after your purchase.

Hope this helps.

thanks for consideration, i just purchased a premium version.
i will look forward to seeing the CC merge feature shortly.

thank you.

Would it be possible for me to get this update as well or will it be pushed globally?

Hi,

CC merge feature will be included in our next premium version release. So it will be a global change.

We will let you know once we release a new version.

Hi,

We have released a new version of WSDesk with the CC merge feature (When Ticket is created through IMAP then CC reply will be merged). Please update to our latest version 3.4.9 and let us know the feedback.

thanks for your effort.
i have a premium version and updated it to 3.4.9.
CC merge doesn’t seem to work or i am missing something.
yes i am using IMAP for support email if you mean “Ticket is created through IMAP”
i created a ticket by email with 1 CC. very simple test, but with CC reply it still created a new ticket instead of merging it in to the original ticket.

please advice me.

Hello,

We have figured out the issue and We are working on the fix.
This will be released asap.

Thanks,