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Issue Details [XML]

Key: CHD-1888
Type: Improvement Improvement
Status: Open Open
Assignee: Unassigned
Reporter: Niek Beernink - Oxilion
Votes: 1
Watchers: 0
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Cerberus Helpdesk

improve mail handeling/threading to prevent messages from being overlooked (when requesters reply multiple times to an old message)

Created: 17/May/10 11:32 AM   Updated: 26/Jan/11 11:19 PM
Fix Version/s: Catch and Release

Original Estimate: Unknown Remaining Estimate: Unknown Time Spent: Unknown
Environment: Version 4.3.1 Stable (Build 951)

Value: 2 - Significant Value
Marquee: Mail


 Description   
Another interesting situation occurred today. I'll try to describe.

A customer e-mailed us with a new problem today. He did this by replying to an old message we had already answered and closed. He also forgot to add a few more questions for which he did the same thing 2 more times.

Headers for our reply to customer's old problem (which fixed his problem):
Message-Id: <1273929182.4bee9dde7a752@support.oxilion.nl>
References: <06334F526C21438DA9190342D3B1AC38@SOMEPC>
In-Reply-To: <06334F526C21438DA9190342D3B1AC38@SOMEPC>

1st reply by customer with a new problem
Message-Id: <B908667C2E8148EBAB50EB10511E2C26@SOMEPC>
References: <06334F526C21438DA9190342D3B1AC38@SOMEPC> <1273929182.4bee9dde7a752@support.oxilion.nl>
In-Reply-To: <1273929182.4bee9dde7a752@support.oxilion.nl>

2nd reply
Message-Id: <1FE22CB106A94A968EA37F97804925CC@SOMEPC>
References: <06334F526C21438DA9190342D3B1AC38@SOMEPC> <1273929182.4bee9dde7a752@support.oxilion.nl>
In-Reply-To: <1273929182.4bee9dde7a752@support.oxilion.nl>

3rd reply
Message-Id: <5C75CFF2817C408BBBB8A8EEF699F67C@SOMEPC>
References: <06334F526C21438DA9190342D3B1AC38@SOMEPC> <1273929182.4bee9dde7a752@support.oxilion.nl>
In-Reply-To: <1273929182.4bee9dde7a752@support.oxilion.nl>

As you can see, this introduces the problem where when we reply to e-mail (usually by pressing the R key), the 2nd and 3rd messages are easily overlooked because you only reply to the newest message by pressing R (or even when you just scroll down until you see the reply button and click it). We only found out after the customer, slightly annoyed, asked us why we hadn't answered his earlier inquiries that we overlooked his earlier messages.

Yes this is slightly due to the customer being lazy but not missing a customer's e-mail weighs more for us than having to force the customer to send us new issues in a new e-mail. So I hope you can consider or comment on the following possible solution.

Could this be solved by counting the number of in-reply-to message ID's of the message you're replying to and displaying a warning when it has more than one in-reply-to occurrence in the thread? The warning could be similar to the one you see when you try to answer an e-mail that is already assigned to another worker.

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