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Received E-Mail Tickets w/ CC'ed Addresses
Idea shared by Ben Santiardo - 7/20/2015 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, Senior Programmer Analyst
Eastern Suffolk BOCES

13 Replies

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0
::Bump:: Anyone? Anything?
____________________________________ Ben Santiardo, Senior Programmer Analyst Eastern Suffolk BOCES
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Employee Replied
7/23/2015 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,
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Thank you! I anxiously await to hear from you on the results of that discussion as it is becoming an issue for some of our departments.
____________________________________ Ben Santiardo, Senior Programmer Analyst Eastern Suffolk BOCES
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We are currently experiencing the exact same Issue.
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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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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, Senior Programmer Analyst Eastern Suffolk BOCES
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Employee Replied
1/7/2016 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! 
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does this work ok now ?
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I'm also interested in this. It's probably the main thing that will prevent me from purchasing Smarter Track
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This has been changed in the latest release to be reply all.

Unfortunately this causes issues for our environment as our team heads want it to be only Reply and not Reply All. While I am agree with the default should be Reply All for the reasons listed above, our business processes better fit using only Reply.

I would love to see this as a configurable option just like the Ticket Reply/Reply All option in the settings.
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Patrick,

The problem is not in replying manually to the ticket. The problem is responses to an INITIAL E-Mail where the OP CCed other individuals and those individuals are responding back to the ticketing system without the Ticket # in it. This causes duplicate tickets to be created.

So I am sorry, but your reply is to something completely different.
____________________________________ Ben Santiardo, Senior Programmer Analyst Eastern Suffolk BOCES
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Let me clarify. (Sorry I didn't proof my original message and I'm even confused as to what I was saying.)

Your original request stated: "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."


Here is the change they made in "Build 7265 (Nov 22, 2019)" located in change log https://www.smartertools.com/smartertrack/release-notes/current

  • Changed: Ticket autoresponders now send to CCed addresses.

Our problem is that a "Reply" instead of "Reply All" fits our business needs better. I think that a configurable option should be used for this behavior so we can have a choice.
1
Patrick,

Now I understand, and yes, I agree with you. Any time you can make it a configurable option, that is always best. This way you can have a default way of behavior, that can be overridden should the user care to do so. Sorry, I misunderstood your previous post, I thought you were referring to replying manually to tickets.
____________________________________ Ben Santiardo, Senior Programmer Analyst Eastern Suffolk BOCES
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