1. Welcome to the feedback forum. Here's some tips for giving your suggestions the best shot:
    • Search before posting: See if someone else has already posted your suggestion. If you add your support to an existing, you're more likely to bubble up the request.
    • Keep one suggestion to one thread: Try not to club lots of different suggestions together in one thread. Otherwise, people will get confused about what they're voting for and we might miss your feedback.
  2. Kayako Download customers: we will continue to develop and support Kayako Download beyond July 2017, alongside the new Kayako for existing customers.

    Find out more.

  3. The forum you are viewing relates to Kayako Classic. If you signed up or upgraded to the new Kayako (after the 4th July 2016), the information in this thread may not apply to you. You can visit the forums for the new Kayako here.

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 !

Share This Page