MSPs integrate BMS with other ticketing systems, With these integrations, the ticket from a non-BMS system may already contain hashtags in its subject line.
When a subject contains multiple hashtags any reply from clients was not appending to the original ticket, it would instead create a new ticket inside BMS. This is because the email parser was only checking the number/id between the hashtags.
- MSPs supporting these integrations or setup will have to use prefixes for their tickets to be created inside BMS. For example, INC-1234, BMS-234, etc.
- Prefix has to be defined in Admin > Company Settings > Service desk >
- Email parser will check to look for the system-defined prefix under Admin > Company settings > Service Desk > Ticket Number Prefix.
- The system will here on only consider the Ticket number attached with the prefix and skip other hashtags in the subject line.
Any Service desk which does not use the above-mentioned setup will not need to implement this solution and won't be affected by this setting in any way.