TicketID in transactional email & association

Service Hub Tickets & Conversations
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1

Hello there,

In order to allow contacts to know their ticketID we’ve created an automatic marketing e-mail which uses the ticketID and sends that to the contact (normal ticketing-system function).
However, whenever a contact replies to said e-mail with their ticketID informed it creates a new ticket with a new ticketID.
Can you please enable a standard feature which gives contacts a copy of their new ticket? And whenever they reply to said e-mail, it’s automatically associated to the ticket the ID is connected to.
It would include but not be limited to:

  1. TicketID
  2. Ticket description
  3. Name + email
2

Hello @KSieverts, thank you for posting in our Community!

I was able to find a similar idea in our ideas forum here. I would recommend to please add your comment and liking the idea since our product team, who monitors the forum regularly, can read your specific use case and understand why this would be a useful functionality or change. It also helps other customers facing the same issue to advocate for its implementation on your behalf by upvoting on the thread as well.

Kindly,

Pam