Reply To Tickets Going To New Conversation Flow
03-21-2019 07:52 - edited 03-21-2019 07:55
I must be missing something
-If customer emails in goes to our support conversation inbox.
- If we then create a ticket on that conversation then reply from the ticket to the customer.
- Customer get reply and replies back to the support
-The customer reply ends up as new conversation not in the ticket.
Am I sure it is me and I am missing something obvious.?