Question

Email Submitted Tickets Look Different


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Recently tickets we receive via email look different and can no longer be worked. Is anyone else encountering this? Am I missing a setting somewhere?

 

 

Thanks in advance.


4 replies

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This view also appears when firing a ticket template using a rule specifically from Events, but not other ticket templates:

 

Userlevel 7
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@hgross Thank you for submitting your question to our community! 😄

I logged into your site and was unable to replicate this. Please reach out to support if this continues. 

 

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@Kathryn Carter We discovered that it shows like that when there is no follower attached to the ticket. We had a rule that removed all followers from email tickets to avoid people reply-all’ing to emails containing our helpdesk email and generating unintentional tickets, after removing that rule, it fixed our issue. However that rule has been in place for months and this issue began appearing a few days ago, when I logged in this morning, all tickets were changed back to normal, even ones where I hadn’t added a follower back.

Userlevel 7
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@hgross I am glad to hear it has reverted back to normal. It is interesting that it was like that for just the day. I would suggest reaching out to support to see if there is something deeper going on. 

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