New tickets from email need to recognize existing tickets by subject
I have configured RepairShopr so that a new ticket is generated whenever an email arrives and it's great.
The problem now is that sometimes the client will send a second email or an exchange occurs outside of the ticket commenting system. I end up with multiple tickets for basically the same event.
I'd love for the system to compare subject lines to ticket titles and recognize that a new email is really a customer reply to an existing ticket.
One caveat: If the ticket with same subject has already been resolved, I would want that to create a new ticket. This is mainly because I've setup automated alerts from servers to use this new RepairShopr address. If there's a RAID or other alert coming from a server and a ticket already exists, then the ticket should be updated to see that the same ticket has multiple alerts. If the ticket was resolved, then this means the automated alert is a new issue and should create a new ticket even though the subject is the same.
Tim Nyberg commented
We run in to this everyday as well. our clients really struggle keeping up with the tickets, there is no context on there end and they often send several message in for the wrong tickets because they only see the comment we made and not necessary the thread. Maybe the fix for this is to clean up the subject line and have a simple link at the bottom of the email "show entire thread" to allow clients to use that to get the context before replying. This may have been updated since I last checked what the clients where seeing but we have had a lot of trouble especially when clients have several tickets open. The portal is nice but you know how it goes...you can lead a client to the data but....you can't make them use it it. Like Steve Jobs always said if you make it so simple a 6 year old could figure it out you were on to something.......
I really love this over all but it needs just a few tweaks to go from good to great.