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department changes after user email reply

Discussion in 'Using Kayako Classic' started by Justin Thomas, May 10, 2018.

  1. Justin Thomas

    Justin Thomas New Member

    I have a few private departments created under a parent department which is public, I use this for internal classification for the departments. I noticed that once the staff replies to it and changes the department [any of the private one] upon customer update the department is reset to the public parent department. I wish to know if there is a way we can avoid this and let the department stay as updated by the staff

    Note : this only happens if the ticket is replied via email and not via the support center.

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