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Message Threading with Email parser - Connect IT Community | Kaseya
<main> <article class="userContent"> <p>Introduction</p> <p>With a successful parser setup, the incoming emails from the specified mailbox will be converted to tickets in your PSA. This guide explains the parameters involved when parsing and appending a ticket. </p> <p>Pre-requisite</p> <p>An active email parser setup. Refer to this <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fkaseya%2Fhc%2Fen-gb%2Farticles%2F360012822998" rel="noopener nofollow">guide</a> to set up your email parser. </p> <p>Ticket Threading </p> <p>PSA relies on the following parameters in creating and appending a note to a ticket.</p> <ol><li>Message ID </li> <li>Ticket number</li> </ol><article></article><h3 data-id="threading-by-message-id">Threading By Message ID</h3> <ul><li>PSA utilizes message ids from an email conversation to append notes to a ticket. When a ticket is created from an email and the creator or copied parties reply to a conversation in the email thread, PSA checks for message-ids from the email object and then adds the mail to the original ticket. If the message ID is not found then it looks for a ticket number in the subject line to append it to the original ticket. </li> <li> Message IDs are unique identifiers given to the emails from your email clients. The value of a Message-ID field is a message identifier. When someone replies to an email thread, message identifier can be found in 'In-Reply-To' or in the 'References' section of the email headers. We make use of this reference and thread emails to its original ticket. </li> </ul><h3 data-id="ticket-number">Ticket number </h3> <ul><li>When a customer sends an email to your support mailbox registered as your parser, a corresponding ticket number is generated. Ticket ID is the database reference for a ticket.</li> <li>Once a ticket is generated, the notifications sent to your customers will carry this ticket number. Templates to choose for notifications are created under <strong>Admin > Business Process > Email Templates.</strong> </li> <li>In the subject line of the email template, add the ticket number field and enclose the ticket number with two Hashes # in the Email Templates. There should be no spaces.</li> <li><strong>#[%Ticket Number%]# </strong></li> </ul><p><img src="https://us.v-cdn.net/6032361/uploads/migrated/ON14JR1JKYGS/mceclip0.png" alt="mceclip0.png" class="embedImage-img importedEmbed-img"></img></p> <ul><li> When anyone replies to these notifications, PSA will check if the ticket number matches and will append the reply accordingly. </li> </ul><p>Parser checks for message ID first and then falls back on the ticket number when appending a note. When both the ticket number and the message-id is not referenced correctly then the system considers this as a new email from a customer and creates a new ticket. </p> <p> </p> </article> </main>