Append original ticket when customer replies to automated notification rather than creating a new ticket.
Append original ticket when customer replies to automated notification rather than creating a new ticket.
At the moment the notifications from the ticket automation rules with the email templates will not append to a ticket when replied to , but open a new one.
Refer Atera case #262087
Dax Bunce
shared this idea
Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Sören Pawlowski
commented
This is a very frustrating issue - please fix :)
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Daryl Dawes
commented
From what I can see, this would be a very simple fix by Atera adding the ticket number to the subject line. I see the notice for a new ticket going out without the ticket number and when its responded to, the system doesn't recognise it as a response and creates a new ticket.
This is a very frustrating issue.