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Track e-mail threads with in-reply-to and message-id (RFC 2822)

Discussion in 'Kayako product feedback and suggestions' started by metaltoad, Jan 19, 2016.

  1. metaltoad

    metaltoad New Member

    Modern mail systems track threads with the in-reply-to and message-id headers (defined in (RFC 2822).

    It would be helpful if Kayako could track e-mail threads, and treat e-mail replies as ticket replies, to reduce the number of duplicate tickets created.

    Our organization suffers greatly from duplicate tickets, because customers will CC multiple parties on requests to support@, and when those parties reply each reply is treated as a new ticket.

    Thanks for considering this!
     
    Andreas Stråhle likes this.
  2. Andreas Stråhle

    Andreas Stråhle New Member

    This is crucial for Kayako to solve !
     

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