Kaseya Community

Attach mailreply with reader to existing tickets

  • We have setup the reader and e-mails are being imported and tickets are being created. The submitter (sender of the message) recieves an automatic confirmation by e-mail. So far so good.

    When we respond to the ticket in Kaseya, the submitter receives a e-mail with an update of the ticket and our reaction. When the submitter replies to that message by e-mail, that message is being imported as a new ticket and is not added tot the existing ticket where the reply is about.

    How can we setup that the follow-ups by e-mail are attached to the original ticket? I found something about ~ticid='xxx' but how/where do I implement that?



    Legacy Forum Name: Attach mailreply with reader to existing tickets,
    Legacy Posted By Username: lanlogic
  • As long as the ~ticid string is in the email (usually at the top or bottom) Kaseya will pick it up and attach it to the proper ticket

    Legacy Forum Name: How-To,
    Legacy Posted By Username: Charles.IN