Allow email replies by others?

[ts7420]

I'd like to allow emails with the Ticket ID included in the subject to update an existing ticket, even if the sending email address is not currently associated with the ticket.

My testing shows this is creating new tickets, and I can't find a setting to allow this.

Thanks,
Tim

[supportskins]

I think Kayako recognizes incoming emails via Message-ID in an email. If that does not match to one found in the software then it creates a new ticket. However John can confirm this and explain a little more in detail on how the mail parser works.

[ts7420]

I thougt so too, but I am getting new tickets created. Here is an example of what shows up in the parser log:

Update to ticket #ABC-123456
Result: Created ticket #XYZ-555121

[MarkIngles]

Originally Posted by ts7420

I thougt so too, but I am getting new tickets created. Here is an example of what shows up in the parser log:

Update to ticket #ABC-123456
Result: Created ticket #XYZ-555121

Simple solution:
Try putting a colon in your subject line.

How I do it:
I just create the same format as the emails send:
[~TLH-214681]: Subject text

I mainly use it for automated updates from external applications.

I hope this helps.
Mark

[supportskins]

Tim,
As far as I know it does not work on TicketID but Message-ID.

[ts7420]

Originally Posted by MarkIngles

Simple solution:
Try putting a colon in your subject line.

How I do it:
I just create the same format as the emails send:
[~TLH-214681]: Subject text

I mainly use it for automated updates from external applications.

I hope this helps.
Mark

Exactly what I needed to use it for, and adding the brackets and colon did the trick - thanks!

Tim