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When mail reply from collaborator side in agent and customer reply email template so collaborator email reply creates a new ticket #606

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komal-sh-27 opened this issue Sep 22, 2022 · 0 comments
Open

When mail reply from collaborator side in agent and customer reply email template so collaborator email reply creates a new ticket #606

komal-sh-27 opened this issue Sep 22, 2022 · 0 comments
Labels
1.1.1 Version This is related to version 1.1.1 uvdesk 1.1.2 Version 1.2.0 Version Bug Something isn't working Fixed Proposed Regarding PR is already added for this issue Mail Reply Regarding Mail Reply on tickets issues Ready for new release. Ticket Regarding Tickets issues

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@komal-sh-27
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Description
When mail reply from collaborator side in agent and customer reply email template so collaborator email reply creates a new ticket

How to reproduce
Step 1: Add a collaborator from the admin or customer side:

Step 2: Now email reply from collaborator side in these received email templates:

  • A new Collaborator have been added [In this email template mail reply added in the same ticket thread]
  • Customer Reply Ticket # [In this email template mail reply creates a new ticket after refreshing the mailbox ]
  • New Reply Added on ticket # [In this email template mail reply creates a new ticket after refreshing the mailbox ]

Step 3: Now refresh the mailbox and check in the ticket here add only one mail reply from the collaborator side which is this email template:

  • A new Collaborator have been added

image

But mail reply is not added to these email templates:

  • Customer Reply Ticket #
  • New Reply Added on ticket #

image

Step 4: On the collaborator mail receives only admin or agent mail reply, not receive the customer mail reply:

image

Possible Solution

  • If we reply from the collaborator mail side in the customer or agent reply email template should be added in the same ticket thread

  • On the collaborator receive the mail reply from the customer side like admin mail reply receive a notification.
@komal-sh-27 komal-sh-27 added Bug Something isn't working Ticket Regarding Tickets issues 1.1.1 Version This is related to version 1.1.1 uvdesk Mail Reply Regarding Mail Reply on tickets issues labels Sep 22, 2022
Abhi12-gupta added a commit to Abhi12-gupta/core-framework that referenced this issue Jul 20, 2023
@Abhi12-gupta
Update in ticket reply via mail customer and collaborator: uvdesk#606
a6dc67d
@Abhi12-gupta Abhi12-gupta mentioned this issue Jul 20, 2023
Closed
@komal-sh-27 komal-sh-27 added the Fixed Proposed Regarding PR is already added for this issue label Jul 21, 2023
papnoisanjeev added a commit that referenced this issue Dec 2, 2024
@papnoisanjeev
collaborator reply email create new ticket fixed #606
42f324a
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1.1.1 Version This is related to version 1.1.1 uvdesk 1.1.2 Version 1.2.0 Version Bug Something isn't working Fixed Proposed Regarding PR is already added for this issue Mail Reply Regarding Mail Reply on tickets issues Ready for new release. Ticket Regarding Tickets issues
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@papnoisanjeev @komal-sh-27