Hi mates,
We are having problems with two things.. In desperate need of help.
1. If we receives an email from a customer - a ticket is opened in osTicket (pop3). We respond, and customer receives an email with ticket details, the message and a short text telling them to follow a link in the bottom of the email to respond.
Some customers do follow the instructions and follows the link to their ticket, but some customers replies to the email and a new ticket is created.... We respond and then they reply again and a new ticket is opened again....
Is there a way to make these customers email-responses finding their way to original ticket? I know that "FogBugz" (another ticket system) uses the "Ticket ID" to integrate new email-responses to the ticket with that "Ticket ID".
2. When we receives email from customers, the letters Å, Ä and Ö are not showing. How to fix this?