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th":1370,"stem":1371},"2026-02-06","/release-notes/2026-02-06","08.release-notes/43.2026-02-06",{"title":1373,"path":1374,"stem":1375},"2026-01-30","/release-notes/2026-01-30","08.release-notes/42.2026-01-30",{"title":1377,"path":1378,"stem":1379},"2026-01-19","/release-notes/2026-01-19","08.release-notes/41.2026-01-19",{"title":1381,"path":1382,"stem":1383},"2025-09-27","/release-notes/2025-09-27","08.release-notes/40.2025-09-27",{"title":1385,"path":1386,"stem":1387},"2025-07-07","/release-notes/2025-07-07","08.release-notes/39.2025-07-07",{"title":1389,"path":1390,"stem":1391},"2025-06-16","/release-notes/2025-06-16","08.release-notes/38.2025-06-16",{"title":1393,"path":1394,"stem":1395},"2025-05-29","/release-notes/2025-05-29","08.release-notes/37.2025-05-29",{"title":1397,"path":1398,"stem":1399},"2025-04-28","/release-notes/2025-04-28","08.release-notes/36.2025-04-28",{"title":1401,"path":1402,"stem":1403},"2025-03-24","/release-notes/2025-03-24","08.release-notes/35.2025-03-24",{"title":1405,"path":1406,"stem":1407},"2024-12-20","/release-notes/2024-12-20","08.release-notes/34.2024-12-20",{"title":1409,"path":1410,"stem":1411},"2024-10-21","/release-notes/2024-10-21","08.release-notes/33.2024-10-21",{"title":1413,"path":1414,"stem":1415},"2024-10-11","/release-notes/2024-10-11","08.release-notes/32.2024-10-11",{"title":1417,"path":1418,"stem":1419},"2024-09-11","/release-notes/2024-09-11","08.release-notes/31.2024-09-11",{"title":1421,"path":1422,"stem":1423},"2024-08-28","/release-notes/2024-08-28","08.release-notes/30.2024-08-28",{"title":1425,"path":1426,"stem":1427},"2024-07-10","/release-notes/2024-07-10","08.release-notes/29.2024-07-10",{"title":1429,"path":1430,"stem":1431},"2024-06-24","/release-notes/2024-06-24","08.release-notes/28.2024-06-24",{"title":1433,"path":1434,"stem":1435},"2024-05-15","/release-notes/2024-05-15","08.release-notes/27.2024-05-15",{"title":1437,"path":1438,"stem":1439},"2024-04-29","/release-notes/2024-04-29","08.release-notes/26.2024-04-29",{"title":1441,"path":1442,"stem":1443},"2024-03-18","/release-notes/2024-03-18","08.release-notes/25.2024-03-18",{"title":1445,"path":1446,"stem":1447},"2024-03-04","/release-notes/2024-03-04","08.release-notes/24.2024-03-04",{"title":1449,"path":1450,"stem":1451},"2024-02-26","/release-notes/2024-02-26","08.release-notes/23.2024-02-26",{"title":1453,"path":1454,"stem":1455},"2024-01-17","/release-notes/2024-01-17","08.release-notes/22.2024-01-17",{"title":1457,"path":1458,"stem":1459},"2023-12-27","/release-notes/2023-12-27","08.release-notes/21.2023-12-27",{"title":1461,"path":1462,"stem":1463},"2023-11-08","/release-notes/2023-11-08","08.release-notes/20.2023-11-08",{"title":1465,"path":1466,"stem":1467},"2023-10-10","/release-notes/2023-10-10","08.release-notes/19.2023-10-10",{"title":1469,"path":1470,"stem":1471},"2023-09-27","/release-notes/2023-09-27","08.release-notes/18.2023-09-27",{"title":1473,"path":1474,"stem":1475},"2023-09-18","/release-notes/2023-09-18","08.release-notes/17.2023-09-18",{"title":1477,"path":1478,"stem":1479},"2023-09-04","/release-notes/2023-09-04","08.release-notes/16.2023-09-04",{"title":1481,"path":1482,"stem":1483},"2023-08-04","/release-notes/2023-08-04","08.release-notes/15.2023-08-04",{"title":1485,"path":1486,"stem":1487},"2023-07-11","/release-notes/2023-07-11","08.release-notes/14.2023-07-11",{"title":1489,"path":1490,"stem":1491},"2023-06-21","/release-notes/2023-06-21","08.release-notes/13.2023-06-21",{"title":1493,"path":1494,"stem":1495},"2023-05-24","/release-notes/2023-05-24","08.release-notes/12.2023-05-24",{"title":1497,"path":1498,"stem":1499},"2023-04-24","/release-notes/2023-04-24","08.release-notes/11.2023-04-24",{"title":1501,"path":1502,"stem":1503},"2023-04-20","/release-notes/2023-04-20","08.release-notes/10.2023-04-20",{"title":1505,"path":1506,"stem":1507},"2023-03-20","/release-notes/2023-03-20","08.release-notes/09.2023-03-20",{"title":1509,"path":1510,"stem":1511},"2023-02-28","/release-notes/2023-02-28","08.release-notes/08.2023-02-28",{"title":1513,"path":1514,"stem":1515},"2023-01-17","/release-notes/2023-01-17","08.release-notes/07.2023-01-17",{"title":1517,"path":1518,"stem":1519},"2023-01-23","/release-notes/2023-01-23","08.release-notes/06.2023-01-23",{"title":1521,"path":1522,"stem":1523},"2022-12-21","/release-notes/2022-12-21","08.release-notes/05.2022-12-21",{"title":1525,"path":1526,"stem":1527},"2022-12-06","/release-notes/2022-12-06","08.release-notes/04.2022-12-06",{"title":1529,"path":1530,"stem":1531},"2022-11-15","/release-notes/2022-11-15","08.release-notes/03.2022-11-15",{"title":1533,"path":1534,"stem":1535},"2022-11-02","/release-notes/2022-11-02","08.release-notes/02.2022-11-02",{"title":1537,"path":1538,"stem":1539},"2022-10-17","/release-notes/2022-10-17","08.release-notes/01.2022-10-17",{"title":1541,"path":1542,"target":1543},"API","https://api-docs.devstride.com/","_blank",{"id":1545,"title":499,"body":1546,"description":2013,"extension":2014,"links":2015,"meta":2016,"navigation":2017,"path":500,"seo":2018,"stem":501,"__hash__":2019},"docs/02.major-modules/05.service-desk/13.how-email-replies-find-their-ticket.md",{"type":1547,"value":1548,"toc":2002},"minimark",[1549,1553,1558,1561,1605,1608,1612,1619,1745,1748,1752,1759,1777,1780,1784,1791,1813,1816,1820,1823,1833,1837,1840,1872,1878,1882,1940,1944,1947,1994],[1550,1551,1552],"p",{},"When a customer replies to an email from your desk, DevStride has to decide which ticket the reply belongs to. It does this the same way every time, with a fixed list of checks. This page sets out what your customers receive, the checks in the order they run, and what to look at when a reply opens a new ticket instead of joining the old one.",[1554,1555,1557],"h2",{"id":1556},"what-customers-receive","What customers receive",[1550,1559,1560],{},"Every email DevStride sends about a ticket (a public reply, a status change, the \"we received your request\" acknowledgement) carries three things that let the answer find its way back:",[1562,1563,1564,1581,1596],"ul",{},[1565,1566,1567,1571,1572,1575,1576,1580],"li",{},[1568,1569,1570],"strong",{},"From",": your channel address, with the ",[1568,1573,1574],{},"Reply-From name"," you set on the channel. See ",[1577,1578,1579],"a",{"href":456},"Email Channels",".",[1565,1582,1583,1586,1587,1591,1592,1595],{},[1568,1584,1585],{},"Reply-To",": a reply address unique to that ticket, in the form ",[1588,1589,1590],"code",{},"reply+…@in.devstride.com",". Hitting ",[1568,1593,1594],{},"Reply"," sends the answer to it.",[1565,1597,1598,1601,1602,1580],{},[1568,1599,1600],{},"A tag in the subject",": a short signed code in square brackets, such as ",[1588,1603,1604],{},"Re: Printer is offline [I123-ab34cd56]",[1550,1606,1607],{},"The reply address and the tag are both signed by DevStride, so neither can be made up for a ticket by someone who has never received one of your emails.",[1554,1609,1611],{"id":1610},"the-checks-devstride-runs-in-order","The checks DevStride runs, in order",[1550,1613,1614,1615,1618],{},"For each inbound message, DevStride works down this list and ",[1568,1616,1617],{},"stops at the first check that matches",". If none matches, the message opens a new ticket.",[1620,1621,1622,1641],"table",{},[1623,1624,1625],"thead",{},[1626,1627,1628,1632,1635,1638],"tr",{},[1629,1630,1631],"th",{},"Order",[1629,1633,1634],{},"What is matched",[1629,1636,1637],{},"Who may send it",[1629,1639,1640],{},"Typical case",[1642,1643,1644,1665,1691,1712,1729],"tbody",{},[1626,1645,1646,1650,1656,1659],{},[1647,1648,1649],"td",{},"1",[1647,1651,1652,1655],{},[1568,1653,1654],{},"Reply address."," Any recipient (To or Cc) is a valid reply address for a ticket in your organization.",[1647,1657,1658],{},"Anyone holding the address.",[1647,1660,1661,1662,1664],{},"The customer hits ",[1568,1663,1594],{}," and the mail goes to the Reply-To address.",[1626,1666,1667,1670,1685,1688],{},[1647,1668,1669],{},"2",[1647,1671,1672,1675,1676,1680,1681,1684],{},[1568,1673,1674],{},"Email headers."," The message's ",[1677,1678,1679],"em",{},"In-Reply-To"," or ",[1677,1682,1683],{},"References"," name an email the desk sent, or one the desk already filed on a ticket.",[1647,1686,1687],{},"The ticket's requester, or an active member of your organization whose mail passed DMARC and who is replying to mail the desk received.",[1647,1689,1690],{},"A mail program that replies to the From address instead of the Reply-To address. A reply-all thread that includes the desk.",[1626,1692,1693,1696,1706,1709],{},[1647,1694,1695],{},"3",[1647,1697,1698,1701,1702,1705],{},[1568,1699,1700],{},"Subject tag."," The subject contains a valid ",[1588,1703,1704],{},"[I123-xxxxxxxx]"," tag.",[1647,1707,1708],{},"Anyone whose subject carries the tag.",[1647,1710,1711],{},"Outlook and Exchange, which often rewrite the headers.",[1626,1713,1714,1717,1723,1726],{},[1647,1715,1716],{},"4",[1647,1718,1719,1722],{},[1568,1720,1721],{},"Staff forward as attachment."," A forward from a staff member whose attached original belongs to an existing ticket.",[1647,1724,1725],{},"An active member whose mail passed DMARC, forwarding the original of that ticket's own requester.",[1647,1727,1728],{},"A colleague forwards a customer's reply into the desk.",[1626,1730,1731,1734,1739,1742],{},[1647,1732,1733],{},"5",[1647,1735,1736],{},[1568,1737,1738],{},"Nothing matched.",[1647,1740,1741],{},"Anyone.",[1647,1743,1744],{},"A new request. It becomes a new ticket.",[1550,1746,1747],{},"Replies typed into the customer portal do not go through these checks: the portal already knows which ticket and which customer, so the reply goes straight onto that ticket.",[1554,1749,1751],{"id":1750},"who-can-thread-by-headers","Who can thread by headers",[1550,1753,1754,1755,1758],{},"Header matching (check 2) is the only check that looks at ",[1568,1756,1757],{},"who sent the message",", because email headers travel inside the message and anyone can copy them. It accepts:",[1562,1760,1761,1767],{},[1565,1762,1763,1766],{},[1568,1764,1765],{},"The ticket's requester."," The sender's address must be the requester's address.",[1565,1768,1769,1772,1773,1776],{},[1568,1770,1771],{},"A member of your organization"," whose mail passed DMARC, replying to an email the desk ",[1568,1774,1775],{},"received"," (not to one the desk sent). This is what lets your team reply-all in a conversation that started outside DevStride and have each reply join the same ticket.",[1550,1778,1779],{},"Anyone else, including a colleague of the customer who was copied on the thread, does not thread by headers. Their message continues down the list: if it also carries the reply address or the subject tag it still joins the ticket (see below), otherwise it opens a ticket of its own.",[1554,1781,1783],{"id":1782},"the-reply-address-and-the-tag-are-keys","The reply address and the tag are keys",[1550,1785,1786,1787,1790],{},"Checks 1 and 3 don't ask who is writing. They ask whether the message ",[1568,1788,1789],{},"holds the key",". Whoever has the reply address or the subject tag for a ticket can add to it. That has two practical effects:",[1562,1792,1793,1799],{},[1565,1794,1795,1798],{},[1568,1796,1797],{},"Aliases and colleagues work."," If a customer's reply comes from a different address than the one they wrote to you from, or a colleague replies to the desk's own email, it still joins the ticket as long as the reply address or the tag is intact.",[1565,1800,1801,1804,1805,1808,1809,1812],{},[1568,1802,1803],{},"Forged keys do nothing."," A made-up reply address is dropped and appears on ",[1568,1806,1807],{},"Dropped mail"," as ",[1568,1810,1811],{},"Reply address failed verification",". A made-up subject tag is ignored, and the message goes on to the remaining checks.",[1550,1814,1815],{},"Treat the reply address like a password for that one ticket: if a customer forwards your email to someone, that person can reply to it and be added to the ticket.",[1554,1817,1819],{"id":1818},"editing-the-subject","Editing the subject",[1550,1821,1822],{},"Keep the tag when you or a customer change a subject line. The tag is what carries a reply back to its ticket when the mail program has rewritten the headers and replied to the From address instead of the Reply-To address, which Outlook does often. If the tag is removed and the headers don't match either, the reply opens a new ticket.",[1550,1824,1825,1826,1829,1830,1832],{},"Changing the words before the tag is fine. Replying turns ",[1588,1827,1828],{},"Printer is offline [I123-ab34cd56]"," into ",[1588,1831,1604],{},", and that still matches.",[1554,1834,1836],{"id":1835},"staff-forwards","Staff forwards",[1550,1838,1839],{},"When a colleague forwards a customer's email to the channel address, DevStride can add it to the customer's existing ticket (check 4) only when all of these hold:",[1562,1841,1842,1853,1856,1865],{},[1565,1843,1844,1845,1848,1849,1852],{},"The forward carries the original as an ",[1568,1846,1847],{},"attached message"," (",[1677,1850,1851],{},"Forward as attachment"," in most mail clients).",[1565,1854,1855],{},"The colleague is an active member of your organization and the mail passed DMARC.",[1565,1857,1858,1859,1680,1862,1580],{},"The subject has a forward prefix such as ",[1568,1860,1861],{},"Fwd:",[1568,1863,1864],{},"FW:",[1565,1866,1867,1868,1871],{},"The attached original belongs to ",[1568,1869,1870],{},"one"," existing ticket and was sent by that ticket's requester.",[1550,1873,1874,1875,1580],{},"Otherwise the forward opens a new ticket. The rules for who is credited with a forward, and what is published to the customer, are on ",[1577,1876,1579],{"href":1877},"/major-modules/service-desk/email-channels#when-someone-on-your-team-emails-or-forwards-a-message-in",[1554,1879,1881],{"id":1880},"exceptions","Exceptions",[1562,1883,1884,1898,1917,1923],{},[1565,1885,1886,1889,1890,1893,1894,1580],{},[1568,1887,1888],{},"Closed or archived tickets open a follow-up."," A customer reply to a ticket in a status mapped to ",[1568,1891,1892],{},"Closed",", or to an archived ticket, does not reopen it. DevStride creates a new ticket for the reply, keeps the original's requester and company, and links the two as related items. See ",[1577,1895,1897],{"href":1896},"/major-modules/service-desk/working-a-ticket#customer-statuses","customer statuses",[1565,1899,1900,1903,1904,1908,1909,1912,1913,1916],{},[1568,1901,1902],{},"Merged tickets."," ",[1577,1905,1907],{"href":1906},"/major-modules/service-desk/working-a-ticket#merging-duplicate-tickets","Merging"," archives the ticket that was merged away. A customer reply that threads ",[1568,1910,1911],{},"by headers"," to an email from either ticket lands on the surviving ticket. A reply that carries the ",[1568,1914,1915],{},"reply address or the subject tag"," of the archived ticket is treated as a reply to an archived ticket, so it opens a linked follow-up ticket rather than landing on the survivor. Replies to the survivor's own emails land on the survivor.",[1565,1918,1919,1922],{},[1568,1920,1921],{},"Confirmation and sign-in emails carry no key."," The email-confirmation message sent before a requester is verified, the portal sign-in link and the portal redirect emails have no reply address and no subject tag, and a reply to them never joins a ticket.",[1565,1924,1925,1928,1929,1933,1934,1808,1936,1939],{},[1568,1926,1927],{},"Mail to a removed address is dropped."," If a channel address has been ",[1577,1930,1932],{"href":1931},"/major-modules/service-desk/email-channels#removing-a-channel-address","removed",", a late reply is recorded on ",[1568,1935,1807],{},[1677,1937,1938],{},"Support address was removed"," and no ticket is created.",[1554,1941,1943],{"id":1942},"troubleshooting-my-reply-opened-a-new-ticket","Troubleshooting: my reply opened a new ticket",[1550,1945,1946],{},"Work through these in order:",[1948,1949,1950,1959,1973,1979,1988],"ol",{},[1565,1951,1952,1955,1956,1958],{},[1568,1953,1954],{},"Look at the original email's subject."," If the reply's subject has no ",[1588,1957,1704],{}," tag, the tag was removed or the mail program rewrote it.",[1565,1960,1961,1964,1965,1968,1969,1580],{},[1568,1962,1963],{},"Check who replied."," Headers only match the ticket's requester or an authenticated staff member. A customer who writes from a different address than the requester's, without the reply address or the tag, opens a new ticket. Consider ",[1577,1966,1967],{"href":1906},"merging the tickets"," and ",[1577,1970,1972],{"href":1971},"/major-modules/service-desk/requesters-and-companies#merging-duplicate-requesters","merging the requesters",[1565,1974,1975,1978],{},[1568,1976,1977],{},"Check the status of the original ticket."," A closed or archived original produces a linked follow-up by design.",[1565,1980,1981,1984,1985,1987],{},[1568,1982,1983],{},"Open Dropped mail and Suspended."," A message held back by a failed sender check never joined anything. See ",[1577,1986,475],{"href":476},". A reply from your own team needs DMARC to pass; if your sending domain publishes no DMARC record, staff replies don't thread by headers.",[1565,1989,1990,1993],{},[1568,1991,1992],{},"Look for Reply address failed verification on Dropped mail."," That means the reply address was altered or copied incorrectly.",[1995,1996,1998,1999,2001],"alert",{"type":1997},"tip","Telling customers to use ",[1568,2000,1594],{}," rather than starting a new email from the subject line keeps the reply address and the tag intact.",{"title":2003,"searchDepth":244,"depth":244,"links":2004},"",[2005,2006,2007,2008,2009,2010,2011,2012],{"id":1556,"depth":244,"text":1557},{"id":1610,"depth":244,"text":1611},{"id":1750,"depth":244,"text":1751},{"id":1782,"depth":244,"text":1783},{"id":1818,"depth":244,"text":1819},{"id":1835,"depth":244,"text":1836},{"id":1880,"depth":244,"text":1881},{"id":1942,"depth":244,"text":1943},"The exact order of checks DevStride runs on every inbound email to decide whether it belongs on an existing ticket or opens a new one: the reply address, email headers, the subject tag, staff forwards, and what each one requires.","md",null,{},true,{"title":499,"description":2013},"UDvKwpizmVxBoXW4zCAfknApjJoYJSEgnSn2RGjDWNg",[2021,2023],{"title":495,"path":496,"stem":497,"description":2022,"children":-1},"Six built-in support reports (volume, first response, time to resolution, SLA attainment, agent activity, first-contact resolution) with date range, bucketing, grouping, an SLA-only toggle, and CSV export.",{"title":447,"path":508,"stem":509,"description":2024,"children":-1},"Templates capture a reusable tree of workstreams, work items, and sub-items so you can stamp out the same shape of work again and again — with the right owners, dates, and fields already in place.",1792053562713]