Hello,
how can I disable merging ticket based on ticket id in email subject ?
One customer is having support software of his own and it adds number in email header, unfortunately it match ticket id's in our kayako ==> so we got merged totally wrong tickets together...
So we need tickets to be merged on "Ticket Mask ID:" only (we have Ticket ID Type set to Random), not on Ticket id
Any ideas ? How to do it ?
Best wishes
Martin Čech