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#1 hollymcr 06-03-2017 17:39:10

I'm completely new to Maian support and have been experimenting with the IMAP configuration.

My goal is to have a system that primarily uses email (ie that support "agents" and end users only normally use email to correspond with the system, with the website providing an overview if/when required).

At present, if "user1" emails my support IMAP account, Maian picks it up and creates a ticket, which is then sent to my only Maian support agent, "agent1".

However, if agent1 replies to this email it simply creates a new ticket (it isn't seen as an update to the existing ticket). Is this "by design" or am I doing something wrong?

#2 msworld 09-03-2017 02:08:16

Yes, Maian Support only reads in replies by visitors. It`s not meant to read emails backwards and forwards between visitor and agent. Ideally the agent replies via the interface, not directly by email.

#3 hollymcr 09-03-2017 13:28:12
msworld wrote::

Yes, Maian Support only reads in replies by visitors. It`s not meant to read emails backwards and forwards between visitor and agent. Ideally the agent replies via the interface, not directly by email.

Understood.

It's a shame because I am wanting to take an existing arrangement where people just email each other and move it into something more formal without too many changes to how people work, but just because that's what I want doesn't mean it should be how your software behaves!

#4 msworld 10-03-2017 06:13:28

No problem, I understand. Sorry it isn`t what you are looking for.

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