Email with 0500-xxxx in subject creates a new ticket.

[itognet]

Hi.

Customer writes an email to our public CommitCRM mail address.
A ticket is automatically created given 0500-xxxx.
We reply to that ticket and a history note is created in CommitCRM.

But, sometimes (not always) when the customer reply to the email with the EXACT same 0500-xxxx number in the subject then CommitCRM creates a NEW ticket instead.

(I know I can merge the tickets, but I want it to save it under the right ticket from start)

How should I approach this ?

[Support Team]

Re: Email with 0500-xxxx in subject creates a new ticket.

It's hard to tell but this is definitely no how the system works.
A possible reason is that the the customer email address, the Sender, used to reply to the Ticket is not filed under RangerMSP and therefore RangerMSP decides that this sender does not have the rights to participate in the specific email thread and creates a new ticket instead, defaulting to the default account.
In any case, this is mostly a guess. You are welcome to email us a copy of the original customer reply email message, the one that created the new ticket, for review (The actual saved .eml file). This should allow us to dig into the headers and try to decide whether there's anything else.

Hope this helps.