I have set up helpdesk in Enterprise v16 enterprise on premise. If an email is sent to support@mycompany.com it creates a ticket. The sender receives a confirmation email and all is good. I then send a message from within the ticket to the sender and they receive that message via email. All good so far. When the sender replies to the message they received, it doesn't update the current ticket thread, instead it creates another ticket. Have I missed a setting somewhere?
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The problem ended up being the outgoing email smtp service. It was changing the header of the emails for its own analytical purposes. When the reply to the outgoing ticket email was returned, Odoo didn't recognise it.
I'm facing the same issue, How did you solve it?
I was using a 3rd party smtp service which was changing the headers when sending. In the end I set up an smtp relay in Office365 to send the emails through.
It sounds like the email address associated with the helpdesk tickets might not be set up to properly handle email replies. Here are some things you can check:
Make sure the email address associated with the helpdesk tickets is set up as an alias that forwards to the helpdesk email address in Odoo. This way, any email replies will go to the helpdesk email address and be associated with the existing ticket.
Check that the "Inbound Mail" settings in Odoo are set up correctly. Make sure that the "Alias domain" is set to the domain that the helpdesk email address is using, and that the "Server Type" is set to "IMAP".
Double-check that the "Reply-To" address for the helpdesk email address is set correctly. This address should be the same as the "Alias domain" you set in step 2.
Make sure that the email replies are being sent from the same email address that the sender originally used to create the ticket. If they are using a different email address, Odoo may not recognize the email as associated with the existing ticket.
If you've checked all of these settings and the problem persists, it may be worth reaching out to Odoo support for further assistance.
Is This problem resolved? I am also facing the same issue while using AWS SES email credentials configured as outgoing mail server.
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