Introduction:

This feature facilitates threading of tickets and its updates without the need of having ticket ID in the subject line. Current behaviour requires ticket ID to be present in the subject line. 

Note: This is applicable in all the pricing plans. 

The threading of the tickets can now be achieved in two ways:

 

Option 1: Ticket ID less threading

 

Ticket ID will not be used to thread the tickets or the updates. To achieve this feature, go to "Manage > General > Advanced Ticket Threading Preferences (Optional)" and enable it, if already not enabled.

 

Note: The new feature(Option 1) is enabled by default for the accounts that are created after April 13, 2015.

 

For accounts with Channels please go to Main Menu > Channels > Ticket Threading Preferences > Enable the below shown toggle and Save.

 

 

 

How is this achieved?

Threading is achieved by adding a References email header to all outgoing email notifications from HappyFox. This email header is of the form <ticketID>@<accountname>.happyfox.com. When emails come back into the HappyFox system, this mail header is parsed and if the email contains a valid ticket ID in the Reference, the email is added as an update to the existing ticket. With setting shown in the above screenshot, auto-threading emails to existing tickets will be done based on the References header only and not based on ticket IDs present in the subject of the incoming email.

 

Option 2: Threading using ticket ID

 

In this option, threading is achieved through the conventional practice of parsing the ticket ID from the subject line and threading it to the appropriate ticket. To achieve this, go to "Manage > General > Advanced Ticket Threading Preferences (Optional)"  and disable it.

Note: The conventional feature(Option 2) is retained as default for the accounts that were created before April 13, 2015.

 

For accounts with Channels please go to Main Menu > Channels > Ticket Threading Preferences > Disable the below shown toggle and Save. Now enable Subject threading for tickets. 

 

Note: This option is enabled by default. For ticket ID less threading, please keep this setting disabled.

 

 

With this setting, auto-threading emails to existing tickets will be done only based on ticket IDs present in the subject of the incoming email and not based on any other factors such as References headers. 

 

Note: Please make sure the merge field {{ticket_Id}} is added to the subject of the new ticket auto-responder and ticket reply notification templates.