Forum GLPI-Project

scatudal

Member

From: Quebec, Canada

Registered: 2018-05-01

Posts: 7

Ticket update on email replys - NOT NOTIFICATION

I'm sure i'm not the only one with this pain... and i'm trying to figure this one out.

Lots of our customers open up a ticket by email (typically with a bunch of people in CC). This works fine and work as intended... the nightmare begins when people start replying to the said email, or updating info through that email....

I KNOW there is a notification they should reply to, but based on experience it seems that the common person does not care

Now guess what happens, with every single reply in that email chain, i'm getting a new ticket opened... i've seen instances that for a single call i end up with 10 tickets being opened... real great.

Is there a way that GLPI can just pickup on the ticket title to update the ticket ?

Thanks in advance... heading back to the dustbin now

Last edited by scatudal (2021-09-14 23:57:39)