Come together with the global Drupal community in Rotterdam, 28 Sept – 1 Oct 2026. Sessions, contribution, connection, and Early Bird savings until 8 June.Consider the following scenario:
- User1 sends an email to support with Blank subject. A ticket is created with ID [tkt:28]
- User2 sends and email to support with Blank subject. The ticket [tkt:28] is updated (Problem)
The system should also check if the subject of the 2nd email includes [tkt:28] before making it part of [tkt:28]. If the subject of the 2nd ticket is the same as the subject of the 1st ticket, but does not include the ticket ID of the 1st ticket, it means that the issue is different and should be treated as a new ticket.
Also, note that once the above is fixed, the option of 'Thread emails using subject' in admin/support/settings should be set to 'Match against all tickets' by default. This is just by proposal, as this is what is the most often case..
Comments
Comment #1
neubreed commentedI can confirm this .. I am having a similar issue.
- User1 sends an email to support with subject "Need Help!". A ticket is created with ID [tkt:28]
- User2 sends and email to support with subject "Need Help!". The ticket [tkt:28] is updated (Problem)
The logic should check that the sender is the same and the original creator, if not create a new ticket no?
Comment #2
namalik commentedSo what if the sender is the same, but only this time 'Needs Help' with some thing different than the previous one.. In that case, the new email should not be made part of the old ticket, since this is a new request from the same user..
The ideal solution is for the system to check if the email subject does start with the ticket number of any of the existing tickets. If so, there is a high probability that the user is referring to the same old issue. There is still a chance that the use contacts the system for a new request by simply replying to an old ticket notification, and in that case the ticket will be made part of the old ticket. In this case the technician should be able to create a new ticket out of this update to the old request, which is another story.
Comment #3
neubreed commentedAgree with this logic.
It's quite often that a customer replies to an old ticket or even a current one with a different issue which really should be split into a new ticket.
Comment #4
Ivan Simonov commentedLogic can ignore [tkt:28] part of subject and create new ticket if customer replies to an old closed ticket.
If ticket closed, customer have to go to website and reopen it (instead sending email).
If reopening via email will be implemented, logic must check reopen request first (before creating new tickets).
Comment #5
jeremy commentedSimply disable 'Thread emails using subject', then by default the support ticket will use the [tkt:#] value alone. Threading by [tkt:#] currently can't be disabled.