With the current configurations, when a user submits an intake ticket to digcharter.com and replies to the autogenerated email, a new ticket is created. This leads to confusion where we might be updating comments on 1 ticket but then realize later in the day that there are new ones with additional information in the description.
For example, we have 5 tickets open currently for the same issue due to this. There's no 1 source of truth ticket where we have all the external communications as well as all our troubleshooting commentary.
Is it possible to change the configuration so that when an email is from the autogenerated email, it just updates the initial idea instead of creating a new idea with all the updated info?
Thank you for your idea. It is currently possible to edit the reply-to email address in your ideas portal settings. This will allow you to direct responses to the appropriate email address. The Email branding section of this article provides more detail on setting this up.
Given the current customization options we are unlikely to implement this idea. We hope you can understand.