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How to tie an email to a ticket?
Hi.
Today I'm trying to find out how to tie an email address to a ticket, so when comes a new email from, say abc123@dom.com, it goes to the same ticket # already created on the first email arrival.
For what I can see, I don't believe that it can be done at the "Ticket Filters" interface, so I imagen I need to mod something.
I believe that the email receive logic is at class.tharead.php:808 but I'm not sure there is the best place to mess with.
Maybe would be best to bump the "Ticket Filter" features? (But than I would need to find where they are!)
Somebody have some thoughts about that? Any help is apreciated.
Thanks
Comments
We handle this internally by having IT staff simply copy and paste the email into the ticket. It doesn't happen here often enough for us to spend time developing a feature like this. Maybe your case is different though. :)