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A reply to "save and email" generated mail doesn't update ticket?

I was recently working on a teacher's ticket and I tend to use the "Save & Email" button, which appears to generate emails to the creator. Apparently, the teacher was replying to this automated ticket email with answers, but I don't know where that reply email landed. It did not appear within the ticket notes or anywhere I can see.

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leos

I assume it was the default WebHD email address that sent out the email is what she replied to and did she leave the Ticket number in the Subject? If those 2 are there it should add a note on the ticket.

123kateb

The ticket number is in the subject. But it doesn't add it as a note to the ticket. What is the exact syntax of the subject line that WHD will pick up and add as a note to the ticket?

leos

I think it just has to match any WebHD Ticket number. If you took a ticket email and changed the ticket number in the subject to another ticket number, it would add the note in the updated ticket number, not the number of the original ticket.

Is the Web helpdesk email in the To line from the reply email in her sent folder?

123kateb

So the note that I email from the ticket gets received. It has the ticket number

in the email subject line along with a few other things. He responds to that by

replying to that email - and it never posts in whd as an inbound note.

BTW I do have an open ticket with Solarwinds tech support as well about this. Has to

be a setting somewhere. She set up a webex for the am.