ticket with same subject not being closed automatically
hello , hope all is well.
We have created 2 business rules, to control ticket opening and closing coming from an specific email id.
Initial email comes with specific subject , for example : "GRC - Access Request - 4000000054" and the ticket is created. Afterwards when the same email id sends another email, witht the same subject, informing the ticket can be closed, instead of closing it , ZOHO is creating a second ticket.
Please is there a way that we can trigger based on email input, the closing of the first ticket properly in this case?
See attached screenshots of what is happening and the Business Rules we created.
Please help us find a solution for this.
Wilson
wdegressi@plastipak.com
Topic Participants
Wilson
Ashwinth Shekar
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