BMS Email Parser | Message threading

Introduction

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. 

Prerequisite

An active email parser setup. Refer to this guide to set up your email parser. 

Ticket Threading

PSA relies on the following parameters in creating and appending a note to a ticket.

  1. Message ID 
  2. Ticket number

Threading By Message ID

  • 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. 
  • 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. 

Ticket number 

  • 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.
  • Once a ticket is generated, the notifications sent to your customers will carry this ticket number. Templates to choose for notifications are created under Admin > Business Process > Email Templates.
  • 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.
  • #[%Ticket Number%]# 

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  • When anyone replies to these notifications, PSA will check if the ticket number matches and will append the reply accordingly.

Important: 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 are not referenced correctly, then the system considers this as a new email from a customer and creates a new ticket. 

 

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