Confirm your settings in Settings -> Email -> Options.
Once you discover why WHD isn't liking the ticket numbers, you will set "When ID in Subject is Not Recognized" to Reject E-mail
But for now, go to incoming mail accounts, select the email address and go to the email history tab. View the email from firstname.lastname@example.org to see what the Status code is and let us know!
That's correct, without this checked WHD is considering your CC's new clients and creating a ticket accordingly.
Would you be able to sanitize and share the email.eml attachment from the screenshot you posted above?
At this point I'm stumped, but I have a feeling it's somewhere under options in Tickets, Clients, or E-Mail
I think I might see the issue here. It could be a flow issue.
Client creates ticket
- Cc users
- Ticket created in WHD
- Client receives automated ticket created response with ticket #
o CC user does NOT receive the automated response
- Cc users respond before the technician has responded within the ticket
- New ticket is created because cc user does not have ticket number in subject line
I have discussed with another company that uses WHD and they seem the same issue.
I think if the automated “your ticket has been created” could be sent to User and CC, this issue would be fixed.
I can’t thank you enough for your insite on this!