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Emailing Issues: Repeating Subject and duplicate issues

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Natalie

03 Apr, 2009 06:58 PM

I've been going back and forth with a client on a single issue, but it seems that each time we reply a new issue is created and the subject line gets duplicated. We've been replying through email and I know I've been answering above the line. I've attached a screenshot so you can see what I mean. Each issue should be the same case in the screenshot.

Is there any way to avoid this?

• Picture_1.png 52.6 KB

1. 1 Posted by Will on 04 Apr, 2009 05:20 AM

   

   I haven't seen that behavior yet. What email client are you on? and what email client are they on?

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2. 2 Posted by Natalie on 06 Apr, 2009 02:17 PM

   

   I'm not sure what the client is using. I'm on Gmail. I don't feel comfortable asking them, so if you think its an email client specific issue, that's fine. I'm assuming if you haven't seen this behavior, its not a popular client.

   Thanks.

   ---

   Natalie Nagele Newsberry help.newsberry.com

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3. 3 Posted by rick on 06 Apr, 2009 03:02 PM

   

   It likely has to do with what email they are replying to. If they reply to your support email, it'll create a new support issue. They need to reply to the special Tender email for it to 'reply' to the discussion.

   We did briefly support replying with the customer's support email by embedding a discussion ID in the email body. All was smooth until we had a customer start up an account with an email that forwarded to Tender. It managed to create an infinite loop where Tender emailed itself several hundred times in an hour. Once I can figure out a good way around that, we'll reactivate that feature.

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4. rick closed this discussion on 06 Apr, 2009 03:02 PM.

5. Natalie re-opened this discussion on 06 Apr, 2009 05:58 PM

6. 4 Posted by Natalie on 06 Apr, 2009 05:58 PM

   

   Got it. Thanks.

   Natalie Nagele Newsberry help.newsberry.com

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