Ticket creation form Email

segelfreak

Hi All,
I have successfully set up email account(s) for retrieving emails and for creating tickets.
Emails are coming in and tickets are created. So far so good.
However, emails with the same topic are not linked to existing tickets (i.e. the first email with that topic?), but still created as a new one. subsequently, I have a bunch of tickets, although they are belonging to one only.
I'm not sure if I have still missed some necessary step. When looking into the online help doc, it says that the relationship is analysed by the ticket id. But the email topic is not being changed, so I'm a bit lost now how to solve this.
Can someone point me to the right direction?

lsw-fabian

Hi @segelfreak,

In order to attach mails, as worklog entries, on a ticket, the ticket key has to be part of the subject (witin square brackets e.g. 'Your subject [ticket_key_12345]).

segelfreak

Thanks Fabian for you quick reply.
So, would the ticket ID need to be "added" manually by hand?
Now they are just coming in as regular emails, with the topic being unchanged.

lsw-fabian

By default you don't have to do this manually. Whenever a mail (agent reply or notification) is sent via ticket system the ticket key will be added into the subject. If you have created your own notifications, you have to make sure that the placeholder '[ticket.key] ' is added into the template's subject.

segelfreak

ok, so i starts to make sense, but also creates a small issue here, potentially.
Let's take the following example: you create an email adress for service and someone sends an email to this address with an enquiry. Now this email is retrieved and a new ticket is opened, unclaimed, for the relevant team.
At this stage, no ticket id will be added to the incoming email, correct? (At least, this is how the emails are now coming here here)
The tickets are not opened by an agent or so.

lsw-fabian

The ticket key will be set when creating a ticket and is mandatory for later use.

If a user does send a mail to your monitored (imap) mailbox, without ticket key information, a new ticket will be created. (where the user (sender) will be set as ticket requestor).

If not disabled, the user will then receive a notification that his ticket was created; ticket key reference is included. When the user does now reply to it, the new mail will not generate a new ticket but attached as worklog entry to the existing one.

The same procedure if a agent does send to user(s) from within the ticket system.

Each ticket system i know does work in a way like this. You need some reference between the ticket and the imported mail.

segelfreak

Got that! Thanks again for the explanation.