📢 Sneak peek feature alert: Chain email replies to ticket threads!

gilgi
gilgi Administrator, Moderator, Internal Posts: 406 admin
in Helpdesk

I’m once again sharing a sneak peek into an upcoming feature that is currently in beta–it’s a QoL ticketing-related change in email ticketing, which means this is great for those of you who are utilizing the Atera helpdesk.

Ticket threads:
No more scattered email responses! One of the pains we heard from you was that each response created a new email.
Our latest beta feature chains email replies into a single ticket thread, keeping your conversations neat and tidy. No more hunting through multiple emails—stay organized and keep the full context in one place.
Looking forward to sharing more of these with you, LMK if you enjoy the preview posts as well! 🙂

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Comments

  • hegedusa
    hegedusa Member Posts: 13 ✭

    Can you expand on that please? Does this affect us if we are just using email for customers to raise/reply to tickets?

  • Mackey_Info_Tech
    Mackey_Info_Tech Member Posts: 19 ✭

    The issue I have is when a user emails our helpdesk, it creates a ticket. It then responds to the user with a ticket number and then also sends an email to our techs notifying us of the ticket. If we reply to that email, which has the ticket number, it only responds to our helpdesk and the originating user does not get the response. In order for it to work correctly, we have to manually enter the originating user email to the response, then they get the ticket response. From there on, they are part of the email thread and all is well. There should be a way to have the original sender of the request to be tied to the ticket number. Maybe we have our ticketing email settings wrong… Will this feature correct this?

  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 406 admin
    https://community.atera.com/discussion/comment/3373#Comment_3373

    @hegedusa no, it will not change anything in the ticketing process, only in the appearance of ticket conversations within the email.Instead of a new email per reply, they will now appear nested in a thread.

  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 406 admin
    https://community.atera.com/discussion/comment/3388#Comment_3388

    No, this feature is a quality of life feature in terms of organizing the back-and-forth of the ticket replies, not a change to other behaviors. However… I've gone ahead and opened a ticket on your behalf, you should be contacted by our support to investigate and should they learn about this fault, or they can help with the configs if that's the issue.

    let us know if it worked!

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