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Assign e-mail to a ticket

PostPosted: Fri Aug 28, 2009 8:42 am
by Klier
When AN receives an email it usually generates a new ticket.
We often receive mails that are related to existing tickets. Is there a way to add the mail to the ticket and don't generate a new ticket?

Re: Assign e-mail to a ticket

PostPosted: Mon Aug 31, 2009 4:46 pm
by janstonselig
Yes. You can have replies create activities in a ticket. You have to use the MessageID tag though. This kb article talks about it - http://support.alloy-software.com/?mode ... d=KB000568