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Ticket Threading
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How to ensure customer replies are threaded back to the right ticket? 

 

Customers reach out to your support team through email which gets converted as tickets in HappyFox which is a straightforward workflow. What happens when customers and your agents reply back and forth on the same query? How does HappyFox relate the customer response sent via email to the exact ticket in HappyFox? How to make sure these customer replies are always threaded back to the right ticket? 

 

HappyFox does this in two ways as explained below.

  1. Ticket ID in the subject line: HappyFox parses the reply email’s subject line for ticket ID(as indicated below). If this ticket ID is not present in the customer reply email(because the customer has edited the subject line while replying back), HappyFox then considers this as a new email from a customer and creates a new ticket. 

  1. Email headers: Apart from parsing the subject line, HappyFox can also parse the email headers of the customer reply for the” Message-ID” attribute(Message ID does not change for a threaded email conversation). With this, the conversations are threaded back to the right ticket even if the ticket ID is not present in the subject line. 

 

To ensure the customer replies are threaded back to the right ticket always, head to Manage >> Channels >> Ticket threading preferences(tab) and enable the “Automatic threading for tickets” toggle as shown below. 

 

 

If this toggle is disabled, HappyFox will rely on the ticket subject to contain ticket ID. 

 

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