The Advanced Email Settings that are available only in Plus Plan help you fine-tune how your system manages incoming emails and ensures tickets are handled in the right way. These settings give you more control over:
- How requester contacts are created.
- How responses are threaded into existing tickets.
1. Use the ‘Reply-to' Email Address to Create the Requester Contact
Emails often contain both a ‘From’ address and a ‘Reply-to’ address. These two can be different, for example, when messages are sent on behalf of another person or forwarded through a distribution list.
- If this option is enabled:
The system will use the Reply-to address as default to create the requester contact. This ensures that when a customer replies through a delegated inbox or forwarding setup, the actual customer’s email address is captured as the requester.
- If this option is disabled:
The system will rely on the From address from the email header to create the requester contact.
2. Add Responses to Existing Tickets Using Ticket Number with Prefix
You can explicitly direct a response to a ticket using the ticket number with a prefix.
- How it works: Add desk365-tkt# before the ticket number in the subject line of the response.
- Example: Re: desk365-tkt#8943 – Account Access Issue
The system will ensure this reply is threaded into ticket #8943.
