Does anyone know if/how SD can handle conversations?
If I email the service desk I get an autoresponse with the ticket ID etc. If I then reply to that auto-response, it generates another unique ticket with another auto-response.
I ideally want the replies (based on subject line and sender) to be threaded into the original. Is it possible? Anyone managed to do this? Im a bit suprised it isnt a baked in feature.
Some part of the Subject line of your outgoing response needs to include: ~ticid='[$TicketId$]'
The KSD email reader will thread new messages back into the appropriate ticket based on that line. You can not filter/thread based on the email sender, just the presence of the ~ticid tag. This works for us as we regularly need manager approval to complete certain requests and a user can forward the ticket notice to their manager, who can reply back to us and add the new info directly into the ticket.
Hmm - so it just work of the bat? Doesnt happen here - every reply generates a new ticket - was it something you set up?
Thats all I had to do. As long as any message coming into my email reader contained ~ticid='[$TicketId$]' it would thread accordingly. [$TicketId$] is a system variable that would inject the appropriate Ticket ID into the associated outgoing message.