5
Received E-Mail Tickets w/ CC'ed Addresses
Idea shared by Ben Santiardo - July 20, 2015 at 10:00 AM
Under Consideration
We are having a pretty serious issue happening.
 
If a customer E-Mails us with other people CC'ed... when ST converts the E-Mail to a ticket, it responds ONLY to the ticket originator. It does not send the "Auto Response" to all the E-Mail recipients. 
 
Problem is that then one of the CC'ed people replies-to-all on the original E-Mail (which doesn't have the ticket ID on it), it then prompts ST to create a new ticket. Then another one of the CC'ed individuals does the same, causing yet another ticket, etc...
 
Shouldn't ST be sending the "Auto Response" to ALL the E-Mail addresses on the originally sent E-Mail so that replies from anyone of them add to the correct ticket?
____________________________________
Ben Santiardo, Programmer Analyst
Eastern Suffolk BOCES

5 Replies

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0
Ben Santiardo Replied
July 23, 2015 at 5:49 AM
::Bump:: Anyone? Anything?
____________________________________
Ben Santiardo, Programmer Analyst
Eastern Suffolk BOCES
0
Employee Replied
July 23, 2015 at 8:20 AM
Employee Post
Hello Ben, 
This is kind of an interesting case, I will bring it up here for discussion. 
Thank you,
0
Jonathan Forrester Replied
October 21, 2015 at 9:16 AM
I have this issue also and can have up to 5 tickets with updates that are new and we always have to merge them together. A solution would be wonderful for that.
 
Thanks!
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Ben Santiardo Replied
January 6, 2016 at 1:56 PM
This is still a major problem for us, causing unnecessary duplicate tickets that have to be managed.
 
Is there any update to this?
____________________________________
Ben Santiardo, Programmer Analyst
Eastern Suffolk BOCES
0
Andrea Rogers Replied
January 7, 2016 at 1:01 PM
Employee Post
I'm going to change this Question to a Proposed Idea in order to facilitate tracking. Thank you for your feedback! 
Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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