Inbound action Issue with Type

dsaha
Tera Contributor

Friday

Hello,

 

We have an inbound action with type New which is creating a new ticket in the first place.

Now if we delete the ticket and send a REPLY from our email box with subject line starts with "RE:" , it is still clasifying the type as NEW and a new ticket is getting created in the system.

 

Should not be the case that it should be a Type as Reply?

 

We have problem in our system that sometimes, it is classifying as a New type and creating a new ticket and also sometimes it is not creating a new ticket saying it as a Type Reply.

 

Thanks in advance.

 

Regards,

Dipanjan Saha

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1 REPLY 1

lauri457
Giga Sage

Sunday

Without a watermark/ticket number I think the email just needs to have a header that indicates it is a reply. You can click reply to any email and change recipient and email contents to add the needed header if I remember correctly.

 

Check the decision tree for the inbound email engine to deduce received type: Inbound email actions

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