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How do I allow customers to reply to tickets by replying to emails?

Solution

To make HESK track customer replies to tickets via emails make sure:

  1. Enable Email piping, POP3 Fetching or IMAP Fetching

  2. The "From:" email address in HESK settings must be the same as the email address used for piping/pop3 fetching

  3. If you modified email subjects make sure customer emails have this special tag in the subject so HESK can recognize replies:
    [#%%TRACK_ID%%]

 
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Article details
Article ID: 67
Category: How do I...
Rating (Votes): Article rated 3.4/5.0 (147)

 
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