Maximum ticket age matching

We're pleased to introduce a new feature to the Sirportly platform - the ability to set a maximum age when matching customer messages with existing closed tickets.

This ensures that if a customer sends a message in response to an old ticket but with a different enquiry, a new ticket will be created rather than unnecessarily re-opening an old, irrelevant thread of information.

To set this up, head to your E-mail routing page within Ticket Submission in the Admin interface, then to an address to configure the option for. Then add a number of days to the Max ticket age for matching within your Inbound Options.

Max ticket age for matching

Once you've configured this, you'll find future matched messages from your customers will start a new ticket appropriately.

As always, please don't hesitate to get in touch if you have any questions.

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