Auto-reply emails not threading, creating new tickets/conversations

[CGoodwinOlsen]

Our support team has an inbox which creates a ticket for each new email thread.  In general, we receive inbound inquiries via email for handling and exchange emails only with the original sender.  But sometimes an inquiry requires us to initiate an email to a 3rd party in order to handle the original request.  We are having an issue where sometimes we receive replies to these kinds of emails that don't thread with the original outbound mail.

Example:

• We receive an inquiry from a customer which generates a new ticket.
• We send an email to a 3rd party from that ticket with the subject line "Request for support"
• We receive an auto-reply with the subject "(#123456) Request for support" confirming the mail was received. This generates a new unique conversation thread and consequently a new ticket
• Subsequent replies from this 3rd party continue with the subject "(#123456) Request for support" and are not threaded with the original email/conversation

I have upvoted this idea as it seems to be related to our issue.  Is there any workaround besides manually merging the new tickets created by the 3rd party response into the original ticket?  Hope our use case makes sense to others 😊

[HeyIamSai]

This does not exactly help as we have the same issue. The third party replies to the email with a Subject line having additional information for example (#12345) or Autoreply:, etc. This, I suspect, creates a new ticket and treats it as a new ticket, instead of threading the reply. I have provided the examples below.

[Jnix284]

Thanks for the additional info @HeyIamSai, I haven't been able to recreate this - is the original ticket number retained in the auto-reply that creates the new ticket/conversation? 

[Jnix284 · Accepted solution]

Hi @CGoodwinOlsen 

The way that I add additional recipients to conversations/tickets without creating a new ticket is to reply from the conversation inbox, add a CC and if needed, remove the original recipient.

This creates an email to the new recipient, but retains it as part of the conversation and the original ticket.

To the right of the email/comments box in the inbox, you'll see a side arrow for "More"

Then you can click the Cc link (it will be on the right next to the Bcc link before clicked). Once you add your Cc, you can choose to remove the original recipient by ticking the x by their name in the Reply To box.

Hope this helps!

[TitiCuisset]

Hi @CGoodwinOlsen 

Thank you for reaching out.

I want to tag some of our experts here - @Mike_Eastwood @louischausse @Jnix284 can you think of any workaround/advice for @CGoodwinOlsen on this?

Thank you!

Best

Tiphaine