Hello,
As it should be, when my suppport address is in CC of a mail, a ticket is created.
But when an other person that was also in CC of the initial mail answer using "Reply to all" (therefore with my support address in CC again), a new ticket is created ...
Is there a way to prevent this to happen ?
Hi Cheeny,
Thank you for your answer. Indeed, this is what happened.
and this is what I would like to know: If there is a solution to avoid the second case you mentioned ?
Hi Renaud,
Unfortunately, that is hardcoded on the system and every email sent to your Support email address will create a ticket on your account. I highly suggest that you only CC the unique email address associated with the open ticket to avoid this from happening.
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Hi Renaud,
If a CC replies to an existing ticket, the reply should be threaded on the said ticket because there is a unique email Id created per ticket. However, if a CC replies to an email where your support address is included, it will create a new ticket because the system will detect the same as a new email received.