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Ticket matching with subject

suggested by Unknown User
3

Hi
We got several tickets from our partners who have some automatic mail delivery in their systems. That means, that the emails they send us have always the same subject, but different content. Sirportly matches the tickets on same subject to already one existing ticket. In this case it is a bad idea, because we have then 1 ticket with different emails. Splitting the ticket is not an alternative because thus cost too much time and is annoying everytime. I know that some people like this subject matching. In our case not. It is for us enough to check the subject for an already existing ticket id. So I would like to see an option in the admin interface to disable this text based subject matching.
If you have any questions, let me know.

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Comments (4)

  • As far as I know, Sirportly does not use subject matching actually but uses the Message-ID and Reference instead. I agree that matching should not be done solely on the subject - at least subject matching (or actually even whole ticket matching) could be disabled for certain contacts - i.e. all new emails from a contact would always generate a new ticket.

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    posted by Ville M
  • Well, you can try it. They are matching directly the subject. Send an email with subject "test". Close it. Send a complete new email with same subject (no reply) and the old ticket is opened agwin. And that is in my eyes wrong.

    posted by Unknown User
  • I had quite a long exchange with support over how tickets are matched up when using email. The official position is that a new email (i.e. not a reply to an existing email) creates a new ticket.
     
    Replies try to match up to the original ticket by using the SMTP header "In-reply-to". If there is no In-reply-to header, then the matching falls back to subject matching, but also includes ticket reference matching (if that is present in the subject) - although my tests have not been satisfactory in proving that always works as expected.
     
    However, as you have discovered, new emails can do strange things which do not always seem to make any sense, including attaching themselves to pre-existing tickets.
     
    I'm sure that Sirportly have tried to improve flexibility by adopting strategies which seek to simplify ticket matching by looking for "hidden" data and falling back if that's not present. Unfortunately, it fails to deliver this reliably. I suspect there is a reason most other email-based ticketing systems use the ticket id as a means to link tickets: everything not having a matching id get assigned as a new ticket.
     
    My feeling is that perhaps it would be better to adopt a reliable method, even if it's not "clever".

    posted by Unknown User
  • I suspect there is a reason most other email-based ticketing systems use the ticket id as a means to link tickets: everything not having a matching id get assigned as a new ticket.
     
    Exactly that! I would prefer such a solution. Every other system is also working that way and that is working.

    posted by Unknown User