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Tickets should be opened when replying to a 2nd thread ID within a ticket
This idea regards the work with tickets.
The workflows that open a ticket or set it to "waiting for contact" when responding to the customer should also be triggered when another thread is opened in a ticket.
This is because we cannot control how a customer responds to a ticket. In many cases, the recipient may forward the mail in the ticket and a third party may respond or simply their response behavior may be different.
The added value of this change is high because the current situation causes problems as it does not correspond to reality. Customers sometimes wait a long time for feedback because we rely on the workflow. This is very unsatisfactory for our customers and us.
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