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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Ticket Creation / Update by Inbound Email

Hi Everyone,

I would like our end users to email our company to create as well as update a support ticket. Right now, tickets are able to be updated as long as the subject line has the ticket number. The problem I am running into is if that is altered, another separate ticket is now created.

Is there a way to have osticket create / update an existing ticket by checking the email address only rather than the ticket number?

Thank you!

Comments

  • Q: Is there a way to have osticket create / update an existing ticket by checking the email address only rather than the ticket number?

    A: Yeah... osTicket checks the email and tries to match the email to the ticket based on message-id. If that fails it matches by ticket number in the subject line.

    You haven't of course mentioned what version you are running... so perhaps the problem is that you are running an old version and not the 1.9.12 current version?
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