[#CHD-895] [Tickets] Option to have the subject header display for each email in a conversation - WebGroup Media LLC - Projects

Issue Details [XML]

Key:	CHD-895
Type:	Improvement
Status:	Closed
Resolution:	Fixed
Assignee:	Unassigned
Reporter:	Joe Geck
Votes:	0
Watchers:	0

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Cerberus Helpdesk

[Tickets] Option to have the subject header display for each email in a conversation

Created: 31/Oct/08 01:10 PM Updated: 13/Nov/08 09:27 PM

Fix Version/s:

4.0 - Milestone #21

Original Estimate:	Unknown	Remaining Estimate:	Unknown	Time Spent:	Unknown
File Attachments:	1. display_message_subjects.diff (0.9 kb)

Description

Summary:
http://www.cerb4.com/forums/showpost.php?p=7316&postcount=1

A user in the forums was asking if there was any way to have the subject header display for each e-mail. Of course the main reason you'd want to see each subject was in case the customer changed it in their replies.

Currently you can always see each message's subject by clicking 'full headers', but there is never any indication when a customer changed the subject. A message with an edited subject will be threaded into the existing ticket, but the ticket title (blue header) will still show the original subject, as will the 'Properties' tab. To see any changes you'd actually have to click 'full headers' for each message and look for changes.

[[quote]]
I just had a client respond to a ticket by hitting reply, updating the subject with a short answer, and clicking send.

In Cerb4 it looks like she hit reply and then send. The only reason I figured out what was going on is because I have that particular email account auto-forwarding to another email address as a backup, while I get cerb4 configured to my satisfaction - and I happened to see the replies there first.

Is there any way to have the subject header display for each email in a conversation? I looked but couldn't find it.
[[/quote]]

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Comment by Joe Geck [31/Oct/08 01:14 PM]

[ Permlink ]

Note with Gmail:

When I was verifying this I used Gmail as the customer's e-mail client. If the reply has an edited subject, Cerb4 will actually create a new ticket. Yahoo on the other hand will thread properly back into the original ticket.

You may want to keep that in mind if we ever decide to implement this.

Comment by Jeff Standen [WGM] [31/Oct/08 03:59 PM]

[ Permlink ]

I'll commit this with the next update.

@Joe That Gmail issue is irrelevant. If you change the subject and Gmail wipes the In-Reply-To/References headers then there's nothing reasonable we can do about it.

Comment by Joe Geck [13/Nov/08 09:27 PM]

[ Permlink ]

Verified fixed in dev build 797.

All e-mails in a ticket conversation now show the 'subject' header from the get-go, without having to click 'full headers' first.

Any changed subjects from the customer will now be apparent with a quick glance through the conversation.

@Jeff Ah that makes sense for the Gmail issue. I'll keep that in mind in case I accidentally notice any weird results exclusive to Gmail.