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Suggestion: Replies to Notifications to get appended to the correct request


#1

Hi,

Another suggestion: when someone receives a notification and they “reply” to the email in the conventional way, it should get threaded properly back in to the same case, not spawn a new one.

Cheers,

Aidan


#2

Hi Aidan,

Yes, that’s how it works or at least how it should work. If you’re not seeing that it could be that you’re testing it with an old closed case. If it’s beyond a limit set in the setting it will open a new request. Generally though if you reply to a notification it gets threaded in as a private note into the request.


#3

Hi Ian,

Upon further investigation I think it’s because I had edited the subject line of the notification to not include the case number. Someone else flicked it back and apparently it’s working now.

Thanks for the help!


#4

Ah, yes that would do it!