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

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::Bump:: Anyone? Anything?
____________________________________
Ben Santiardo, Programmer Analyst
Eastern Suffolk BOCES
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Employee Replied
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, 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?
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Ben Santiardo, Programmer Analyst
Eastern Suffolk BOCES
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I'm going to change this Question to a Proposed Idea in order to facilitate tracking. Thank you for your feedback! 

Andrea Rogers
Customer Operations Manager
SmarterTools Inc.
877-357-6278

www.smartertools.com

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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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