osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
Using OSTicket with eBay - every reply becomes a new ticket
We are using multiple channels, one of which is eBay, which so far is not working great as eBay messages don't support individual headers but always come with a generic header (so any reply won't have the OSTicket ID in the header).
The situation - someone contacts us via the eBay message system, eBay sends the message to our email address, the system generates a new ticket and sends out an auto-reply. So far so good. Now the issue starts - the customer clicks on 'Reply' and sends another message VIA EBAY, this means that the resulting email being sent to us neither has the original body nor the TicketOS id in the header. The mail still comes from the same email address though as eBay generates a unique email address for the eBay user and not a generic eBay email address.
eBay btw. solves this by having a reference id within the text that needs to be quoted if you reply via email (you won't need to quote it if replied via eBay directly), so basically they moved their own ticket id from the header to the body and the number will appear in every single message (as long as you have them forwarded to an external mail account).
This seems to be a big issue. Most likely one could modify OSTicket to filter the reference id, store it in the ticket and use it to match replies but that's obviously not a standard feature of OSTicket and requires large amounts of modifications and also means one won't be able to easily upgrade to a new version.
So is there a more simple solution to this? Is anyone using eBay with OSTicket and if so, how?