Good day
We are busy testing OS ticket and have found the following:
When someone sends an email to create a ticket, the person receives the email as expected.
The persons setup within the department then also gets an email notifying them of a new ticket and we have setup to include the ticket number in the subject line.
however, when the staff member replies to the new ticket email, a new ticket gets opened.
We would like to set it up so that if the ticket number is in the subject line (or any other method) when a staff member replies, then the comments should be added to the existing ticket and the relevant persons (creator and others in department) needs to be notified of the reply.
Does anybody know how this can be achieved.
any ideas and responses will be appreciated.