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  1. Within Setting/tickets/RULES, you can set auto-reply based on certain rules.
    There should be a way to enter HTML so the e-mails can be A. Branded B. Have LINKs embedded into text.
    For e.g. to avoid ugly links like : Click here to track a package http://www.xyz.com/track-a-package/
    and replace ugly links with as a link in itself.

    53 votes

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    0 comments  ·  3rd party Text Chat  ·  Flag idea as inappropriate…  ·  Admin →

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    started  ·  Mansi Puri responded

    We're excited to start digging into solutions to this problem more.

  2. Sometimes people send multiple tickets saying the same thing

    Notes:
    * Probably only works if the creators of each ticket are watchers/CC's in the other ticket
    * Messages are combined and sorted chronologically
    * Tags are combined
    ** Namespaced tags are kept for the "winning" ticket
    * The creator of the "winning" ticket is used, other CC's/watchers are combined
    * Assignee, priority, status, etc., are kept for the "winning" ticket.

    21 votes

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    0 comments  ·  3rd party Text Chat  ·  Flag idea as inappropriate…  ·  Admin →

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    started  ·  Mansi Puri responded

    We're excited to start digging into solutions to this problem more.

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