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How do email replies get appended to existing tickets?

We're actively rewriting our user guide, so check back for improved coverage.

Email replies will be appended to existing tickets based on whether they pass a series of checks. The checks are performed in the following order:

  1. First, Kayako checks for the ticket ID in subject with the correct format (i.e. [#Ticket ID:]. If found, the reply gets appended to the existing ticket.
  2. Second, the Kayako searches for the ticket ID in the body of the reply.
    NOTE: This check is only performed if you've enabled the Search for ticket ID in email body option.
  3. Finally, Kayako looks for a ':' with the existing ticket subject from the same user. If it finds a match, then the reply gets appended.

For any discrepancies when replies are added to existing tickets, you can look for the attributes above in the parser logs for those tickets. 

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  1. Sandeep Kaur

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