Excess tickets created with Mailbox integration
Hi
We use the Mailbox integration and it works fine when people in the company send a mail from their own mail address. We can both reply to each other and the same ticket is kept and in YT it looks like a normal mail thread.
If someone forwards a message from Zendesk (www.zendesk.com) or Dixa (www.dixa.com) it also works fine the first time. But when they (our Customer Service) repy to my replies, a new ticket is created in YT.
How can we change this, so one ticket/thread is kept?
Best
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Hi HR,
YouTrack relies either on the
references/in-reply-toemail header or the ticket ID in the email subject to match the reply with an existing ticket (see Message Processing - Comments for more info). Most likely, both are missing from your customer service reply which is why their email doesn't get added to an existing ticket.To fix that, please try adding the ticket ID to the subject. You can do that by changing the
helpdesk_comment_for_reporter_subject.ftlnotification template in YouTrack (<your YouTrack URL>/admin/notificationTemplates/helpdesk_comment_for_reporter_subject) like this:Save the changes and test the same scenario in a new ticket.
If you need any assistance or the suggested workaround doesn't help, please share the email that results in a new ticket - it'll help us investigate the issue further. You can do so privately via a support ticket: https://jb.gg/ytsup.
Thank you Julia. I have opened #7109113 where I've attached the mail.