Email Piping: Improvements
I would love to see HESK have more options / intelligence around how it decides whether to add email received via POP3 or IMAP to an existing ticket or add a new ticket.
Currently, only those emails that have the ticket id in the subject will have the content added to an existing ticket. I would like to enable a setting to allow emails with the same subject as an open ticket to be added to the same ticket (instead of create a new ticket)
These scenario's create new tickets, when it would be better if the email received by HESK should add the information to the existing ticket:
- The customer replies to the email from their sent item
- Multiple people are included in the original email, and several people reply all to that email
There would need to consideration to the "Re:" and "FWD:" type text that is prepended to the subject line....
BTW, love the improvements Mods for HESK adds to the existing platform. Great work!