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ivaldi / brimir

Email helpdesk built using Ruby on Rails and Zurb Foundation
http://getbrimir.com
GNU Affero General Public License v3.0
1.38k stars 299 forks source link

continuous user email replies causes one thread interrupt and new ticket creation #397

Closed HaoCHEN3 closed 6 years ago

HaoCHEN3 commented 6 years ago

scenario: when one agent create a new ticket for a user and the user replies the ticket twice by email, the second reply will cause a new ticket creation whose subject is with the begin if RE.

I found when birmir received the first reply, it will create a new message_id but user email client has no idea of that. Therefore, when the uses sends the second reply, the header 'In-Reply-to' does not match any ticket or reply message_id and a new ticket is created.

Does it make sense?

frenkel commented 6 years ago

Yes. You can use the "merge tickets" functionality for that. Select both checkboxes in the inbox for these tickets and click merge.

HaoCHEN3 commented 6 years ago

After email reply, the email header will include references field, it is a good way to merge two emails(tickets) with one of same references?