Hello:
If you email a group of people and include the Help Desk email, it happens quite often that another of these employee does a "Reply All" which, of course, sends another message to the help desk and thus another ticket gets created. Long chains going back and forth generate a lot of tickets. How can you have the help desk exclude the email messages whose subjects begin with RE:?
There was a default exclusion which looked like this - (?i)(out\s+of\s+office). There really isn't any documentation on this. I changed it to look like this - (?i)(out\s+of\s+office)|(re:)
Not sure how to tell it that there could, and probably would in fact, be some random text after the "re:". Have any of you used exclusions? Does the line I created look correct?
Thanks,
Magus
