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Apply email to ticket to also look for matches with External References?


What do you think?  

6 members have voted

  1. 1. Email and Routing Rules to also check External References within Tickets?

    • Yes
    • No (please explain why)
    • No (but happy to have a button to toggle this off)

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I would like to request the "Apply Email to Request" from within the Email section to also try and match any External References for all calls?

Some external suppliers cannot hold our internal reference number (Hornbill) in their response emails so we have to rely on their own request reference numbers. But the auto finding of tickets where the external reference matches a something in the body or subject of the email doesn't work.

In this case I had to go hunting for the request in order to find the request reference to apply the email to. 

Can this be extended to the Email Routing rules as well?



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Just spotted this extremely old request - @James Ainsworth was this change ever introduced?  I cannot find any way to apply an email to a request based on the external reference number with no Hornbill Reference number in the Subject as of current.



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