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:
1. The customer replies to the email from their sent item
2. 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!