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SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.
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 (#1)
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| New Member Posts: 26 Join Date: Jun 2004 | Kayako associates tickets with old thread -
06-03-2008, 07:19 PM
Scenario: Customer sent an email with Subject "Request details" a few years ago. We answer him and ticket is closed. Yesterday customer sent another email with Subject "Request details". We change the subject of this ticket in Kayako to "Request details on mortgages". Today customer sends a email with Subject "Fw: Request details" which is a copy of the second email asking why we still haven't answered him. Kayako associates this e-mail with the ticket sent a few years ago, only by the fact that we renamed the last ticket subject to be more specific. How can we stop this from happening? PS: This is just an example, you don't have to wait a few years to test this  , you can try with 3 different emails sent on the same date. |
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(#2)
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| Senior Member Posts: 5,394 Join Date: Jun 2005 Location: Cumbria, UK |
07-03-2008, 08:10 AM
Sounds like a bug to me. It is only supposed to link a message as a reply to an existing ticket *if* the subject contains the Ticket ID. Icon Headquarters - Its Elixir - Web2Messenger |
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(#3)
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| Operations Manager  Posts: 5,123 Join Date: Jan 2006 Location: United Kingdom |
07-03-2008, 10:35 AM
Confirmed as a bug: Kayako associates tickets with old thread -------------------------------------------------------------------
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(#4)
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| New Member Posts: 26 Join Date: Jun 2004 |
07-03-2008, 02:09 PM
Btw, the problem also occurs if customer replies as "Re: Request details", not only "Fw: Request details". |
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| associates, thread, tickets |
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LinkBack to this Thread: http://forums.kayako.com/f56/kayako-associates-tickets-old-thread-15967/ | ||||
| Posted By | For | Type | Date | |
| Kayako Bug Tracker - Viewing Issue #465 - Kayako associates replies with old ticket when ticket title changed | This thread | Refback | 09-03-2008 03:44 AM | |
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