Question about Customized Subject

[ggenovesi]

Hello,
we need to make our kayako esupport communicating with another helpdesk system of one our supplier.

Our supplier manages his tickets with a different software and produces for us an answer via email to our tickets, where it add to the existing subject (with our ticket number) his ticket identification.

When the email is sent back to our kayako, this recognizes the original ticket from kayako, cleans it from any other content (also the ticket number of the original system). In this way we have no way to manage any ticket as a part of the same queue with this supplier. Any reply from us is seen from our partner as a new ticket generating a new code from them with a new email.


Have you idea of where is the processing phase of incoming mail from kayako to produce a different, parametrized subject also based on the incoming subject emails?

Or do you have a solution for this problem?

Regards,
Giuseppe

[eiden]

Why have you posted this three times?
Change the subject Content. IS IT NOT POSSIBLE???
http://forums.kayako.com/showthread.php?t=10548
Question about Customized Subject

AFAIK this is not possible. In theory it can be done, but it requires modification of the sourcecode. Maybe softair can help you ?