Capturing email in the To: and CC: lines

I have looked in the KB to try to find a good answer to the "emails being stripped when a ticket is created" problem.  I understand that the system functions this way and that an enhancement is forthcoming at some point (ID #2693127 in the article linked below).  But how do I answer the problem of being able to easily answer the problem of being able to include those missing emails and respond to emails via TDX.  What are approaches used or suggestions for handling this the best way possible?

Email and Communications Enhancements

 

 

Asked by James Tiggett III on Wed 1/5/22 4:01 PM
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Answer (1)

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Mark Sayers Mon 1/10/22 11:54 AM

Hello James,

Unfortunately there isn't a good method for getting around this. The system will continue to strip out content that is bracketed by the < and > characters when received via email. Short of someone manually removing those characters first before sending their email reply in, or before sending their new ticket email in, there isn't anything that would help.

For replies, they could just manually access their ticket in the client portal and post a new Comment instead of replying to an existing thread, that would allow the content to be posted.

For new ticket emails, I believe we are addressing something (or might have addressed it already) that would allow email threads to be included in the ticket description when you are sending an email to create a new ticket.

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Would you say a better approach is to move toward having people use the portal exclusively for submissions (or as much as possible)?

Is there a link for an update on the information concerning this comment?: "For new ticket emails, I believe we are addressing something (or might have addressed it already) that would allow email threads to be included in the ticket description when you are sending an email to create a new ticket."

Thanks for the help. I appreciate it. Trying to understand all my option as I attempt fix this as it significantly effects the way we currently work with email. - James Tiggett III Mon 1/10/22 12:33 PM
I am looking for anything we might have relating to making a change to the ticket creation monitors handling email threads, but if someone is going to post an entire thread while creating a ticket, and if the email monitor is currently stripping that content out, I would recommend switching to entering them via a service in the portal for now.

Email threads can be posted as comments as well if they are posted as a new comment on a ticket's Feed, and not as a reply to an existing comment thread. - Mark Sayers Mon 1/10/22 1:39 PM