8 Replies Latest reply on Apr 13, 2016 9:50 AM by dtechdeidre

    cc'd users are creating new tickets

    dtechdeidre

      Example:

      email sent looks like this

       

      to: support@support.com (this is our support email address for WHD)

      cc: client1@support.com; client2@gmail.com; client3@msn.com

       

      Requester receives response by WHD that ticket #500  is generated -

       

      client2@gmail.com replies all to the email

       

      WHD creates ticket #501 instead of adding to ticket #500

       

      Can I change this setting? I would like to have all responses in the same ticket. This includes vendors responses.

       

      Thank you