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Merge tickets automatically if they include RE: or FW: and ticket contact is recipient or cc'd

When someone creates a ticket via email and cc's someone else, the other person usually replies back and we then have a second ticket created with RE: or FW: infront of the subject line, as the cc'd person did not receive the ticket created response with ticket # etc. there should be a way to have the system automatically detect this and merge it into the correct ticket

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Wes Gale shared this idea  ·   ·  Report…  ·  Admin →
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  • Esmeil Naqeeb commented  ·   ·  Report

    Hi,

    I’d like to suggest a possible improvement that could help streamline ticket handling when multiple recipients are included in the initial email. Currently, the system creates separate tickets when someone replies with the helpdesk email still in CC, as the original tracking number isn’t included. A way to match these replies to the existing ticket could prevent this issue from recurring. Here’s a suggestion for your development team that may help:

    1. Track the Original Message-ID: When the helpdesk system receives the initial email and generates a ticket, it could record the email’s unique Message-ID. This ID is referenced in replies, even in cases where users "reply all," making it possible to link each response to the same ticket.

    2. Match Using In-Reply-To and References: If Atera could use the In-Reply-To or References headers for replies, it could match emails back to the original ticket by recognizing the original Message-ID. Since the replies from CC’d recipients will contain the In-Reply-To field with this ID, the system could use this as a reference for threading back to the correct ticket.

    3. Automated Matching Option: If not currently possible, an additional setting to automate this header-based matching could prevent new tickets from being created when recipients reply to the initial email with the helpdesk still CC’d.

    This approach could allow Atera to handle replies in a more flexible way, ensuring that all related messages stay within the original ticket, regardless of who is CC’d or who replies.

    Thanks,

    Esmeil