Other email addresses should be able to update open email ticket

It should be able to add email replies to an open ticket from other email addresses than the original ticket opener. If the ticketnumber in the subject is correct, it should be appended, and should not create a new ticket.

Other people inside an organisation should be able to update a ticket with relevant information, this is not possible now.

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  • Hi there Peter ! Thank you for sharing your thoughts on this! I read that you would like to be able to merge conversations from different contacts when the subject (with a ticket number) is the same and that agents should be able to easily add conversations to a specific ticket, is that correct? 

    • Charlotte Beenen Hi, No, that functionality is already available. I would like to be able to configure that replies from other email addresses than the original ticket creator be added to the same ticket automaticly, when the ticketnumber is correct. Multiple people should be able to update a ticket, without first creating a new one (they get an autoreply that a new ticket is created, but they think they add info to an open ticket, thats confusing) and then manualy merging.

      • Charlotte Beenen
      • Product Support Specialist
      • Charlotte_Beenen
      • 7 mths ago
      • Reported - view

      Peter Batenburg thanks for the reply and the explanation! We will monitor the demand for this feature and keep you posted on relevant updates 😊

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  • 7 mths agoLast active
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