Introduction
With a successful parser setup, the incoming emails from the specified mailbox will be converted to tickets in your PSA. This guide explains the parameters involved when parsing and appending a ticket.
Prerequisite
An active email parser setup. Refer to this guide to set up your email parser.
Ticket Threading
PSA relies on the following parameters in creating and appending a note to a ticket.
Message ID
Ticket number
Threading By Message ID
In the PSA, the message IDs from email conversations are used to attach notes to a ticket. When creating a ticket from an email, if the creator or copied parties reply within the email thread, PSA searches for message IDs to add the email to the initial ticket. If the message ID isn't found, PSA checks for a ticket number in the subject line to attach it to the original ticket.
Message IDs are unique identifiers in emails. They're found in the 'In-Reply-To' or 'References' section of email headers. When replying to an email thread, we utilize these identifiers to link emails to their original tickets.
Ticket number
When a customer sends an email to your support mailbox registered as your parser, a corresponding ticket number is generated. Ticket ID is the database reference for a ticket.
Once a ticket is generated, the notifications sent to your customers will carry this ticket number. Templates to choose for notifications are created under Admin > Business Process > Email Templates.
In the subject line of the email template, add the ticket number field and enclose the ticket number with two Hashes # in the Email Templates. There should be no spaces.
#[%Ticket Number%]#
When anyone replies to these notifications, PSA will check if the ticket number matches and will append the reply accordingly.
Important: Initially, the parser verifies the message ID, and if that's unavailable, it resorts to using the ticket number to add a note. In cases where both the ticket number and message ID aren't accurate, the system interprets it as a new customer email and generates a fresh ticket.