We're pleased to introduce a new feature to the Sirportly platform - the ability to set a maximum age when matching customer messages with existing closed tickets.
This ensures that if a customer sends a message in response to an old ticket but with a different enquiry, a new ticket will be created rather than unnecessarily re-opening an old, irrelevant thread of information.
To set this up, head to your E-mail routing page within Ticket Submission in the Admin interface, then to an address to configure the option for. Then add a number of days to the Max ticket age for matching within your Inbound Options.
Once you've configured this, you'll find future matched messages from your customers will start a new ticket appropriately.
As always, please don't hesitate to get in touch if you have any questions.