We recently upgraded to HelpSpot 3.1.5 from 2.7.2. When trying to update the e-mail templates, we get:
“Tracking ID (##TRACKING_ID##) is missing from the subject line of Public Note to Customer. Omitting this will prevent HelpSpot from correctly threading responses.”
In the past, the software does not have this restriction, and our current workflow does not make use of this tracking ID tag (basically, all e-mail are treated as a new ticket, with some legacy reporting and prioritizing ramifications).
Is there a way for us to update the e-mail templates without including the tracking ID tag in the subject line? This was allowed in 2.7.2, but seems to be a requirement in 3.1.5.