Long-running ticket spawning issue

chrisjj · 3 Nov 2024, 02:39 AM

For many years I and FM Support have been rightly annoyed by the ticket system receiving a email reply to a ticket, with the PTN (ticket reference number in the Subject), but /sometimes/ acting on this by creating a new ticket.

The reply is from my main email address which is different from the logged email address that creates the ticket.

Support's explanation is "When the message is received by our system, it's reported as failing the your domain's DMARC policy, and it splits into a new ticket as result of appearing similar to spoofed email."

This is despite that a) all three email verifiers I have used gives this From: address a good Pass. and b) clearly splitting is not a good response regardless.

Anyone else experienced this issue?

3 Nov 2024, 02:39 AM	#1
chrisjj Cornerstone of the Community Join Date: Jul 2003 Posts: 783	Long-running ticket spawning issue For many years I and FM Support have been rightly annoyed by the ticket system receiving a email reply to a ticket, with the PTN (ticket reference number in the Subject), but /sometimes/ acting on this by creating a new ticket. The reply is from my main email address which is different from the logged email address that creates the ticket. Support's explanation is "When the message is received by our system, it's reported as failing the your domain's DMARC policy, and it splits into a new ticket as result of appearing similar to spoofed email." This is despite that a) all three email verifiers I have used gives this From: address a good Pass. and b) clearly splitting is not a good response regardless. Anyone else experienced this issue?