Add "Lookup the Message-ID in Email Headers" option

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(#1)

BigDawgRob Offline

Member

Posts: 155

Join Date: May 2006

Location: Luton, UK

Add "Lookup the Message-ID in Email Headers" option - 01-07-2009, 02:59 PM

Hi,

Occasionally a client will create a new ticket by replying to an existing e-mail but resetting the subject and e-mail body. This causes an existing ticket to be updated rather than causing a new ticket to be raised.

When Kayako processes an e-mail is search of the '<In Reply To>' tag of the message header. I think it would be good to have the option to disable this search with an option similar to the existing "Lookup Ticket ID in Email Body?" option.

Thanks,

Rob

« Add Ticket Notes via e-mail | Ability to turn off message-ID check in mail parser »

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